🚨 When to Escalate

✅ Escalate to Product/Dev when:

• The order should exist, but doesn’t
• No t_events = purchase
• Missing t_order_id 👉 Customer completed checkout but system didn’t capture order

• Checkout flow is broken
• Events skip steps (ex: jumps from Product → Billing)
• Missing expected events like scCheckout or event18 👉 Indicates tracking or flow defect

• Pricing mismatch cannot be explained
• t_subtotal, t_tax, t_servicefee, t_totalprice don’t add up logically 👉 Potential pricing calculation bug

• Product data is incorrect
• Wrong t_product_id or t_product_name vs what customer selected 👉 Catalog or cart issue

• Data missing where it should exist
• Payment type missing at Confirmation
• Delivery date missing 👉 Data integrity problem

• Tracking gaps impacting reporting
• Promo/coupon not captured when used
• Attribution fields empty when expected 👉 Analytics/data gaps (good for backlog/Jira)

⛔ Do NOT Escalate (Expected Behavior)

• No t_customerid → guest checkout (normal)

• Empty promo/coupon fields → most orders

• Add-ons empty → common

• Some variables only populate at Billing/Confirmation

• Arrays (["value"]) vs single values → expected system behavior

🧠 What This All Means (Simple Breakdown)

1. 🧭 Customer Journey Tracking

• Product viewed → event1, prodView

• Added to cart → scAdd

• Started checkout → scCheckout

• Entered billing → event18

• Completed order → purchase

2. 🛒 Product & Cart Data

• t_product_name

• t_product_id

• t_product_category

3. 💰 Pricing & Fees

• t_subtotal → item cost

• t_tax → tax applied

• t_servicefee → delivery/service

• t_totalprice → final charge

4. 💳 Checkout & Payment

• t_paymentflow

• t_order_payment_type

• t_cardtype

5. 📦 Order Confirmation (Most Important Data)

• t_order_id

• t_deliverydate

• t_prodquantity

6. ⚠️ Known Tracking Limitations

• Promo/coupon tracking often empty

• Campaign attribution missing

• Add-ons rarely used

• Customer ID not captured

✅ Quick Agent Decision Flow

1. Did the order complete?
• Yes → Confirm purchase + order_id
• No → Check last event

2. Where did they drop off?
• Product → browsing issue
• Cart → cart issue
• Checkout → checkout issue

3. Does the data match what the customer said?
• Yes → explain behavior
• No → escalate

🎯 Bottom Line

• These variables = your “black box recorder” for the customer journey

• Use them to:
• Validate issues
• Avoid unnecessary escalations
• Escalate only when data is clearly wron

🌸 eFlorist Tracking – Agent Decision Tree

START
│
├── 1️⃣ Did the order complete?
│       ├── YES →
│       │      Check:
│       │      - t_events = purchase
│       │      - t_order_id exists
│       │
│       │      ✅ If BOTH present →
│       │          ✔ Order successfully placed
│       │          → Proceed to validate details
│       │
│       │      ❌ If missing →
│       │          🚨 ESCALATE (Order failure / tracking issue)
│
│       └── NO →
│              Go to Step 2
│
├── 2️⃣ Where did the customer drop off?
│       │
│       ├── Product only (event1, prodView)
│       │      → Browsing only
│       │      → No issue unless customer claims checkout
│       │
│       ├── Cart (scAdd / scOpen)
│       │      → Added but did not proceed
│       │      → Possible abandonment
│       │
│       ├── Checkout started (scCheckout)
│       │      → Entered checkout but stopped
│       │
│       ├── Billing (event18)
│       │      → Payment stage
│       │      → Common drop-off point
│       │
│       └── Missing/Skipped steps
│              🚨 ESCALATE (Broken flow)
│
├── 3️⃣ Does customer data match?
│       │
│       ├── ✅ YES →
│       │      ✔ Explain behavior to customer
│       │      (No escalation needed)
│       │
│       └── ❌ NO →
│              Check below:
│
│              ├── Wrong product (t_product_name / ID)
│              ├── Wrong pricing (subtotal, tax, total)
│              ├── Missing delivery date
│              ├── Missing payment type
│
│              🚨 ESCALATE if mismatch cannot be explained
│
├── 4️⃣ Pricing issue?
│       │
│       ├── Validate:
│       │      - t_subtotal
│       │      - t_tax
│       │      - t_servicefee
│       │      - t_totalprice
│       │
│       ├── ✅ Matches →
│       │      ✔ Explain charges to customer
│       │
│       └── ❌ Doesn’t match →
│              🚨 ESCALATE (Pricing bug)
│
├── 5️⃣ Known limitations (DO NOT ESCALATE)
│       │
│       ├── Empty promo/coupon → Normal
│       ├── No customer ID → Guest checkout
│       ├── Add-ons empty → Expected
│       ├── Missing data before Billing → Normal
│       │
│       ✔ Document + move on
│
└── 🎯 FINAL DECISION
        │
        ├── Data aligns with behavior →
        │      ✅ Resolve / Explain
        │
        └── Data contradicts behavior →
               🚨 ESCALATE to Product/Dev

🧠 Quick Legend (for agents)

• ✅ = Expected / no issue

• ❌ = Something doesn’t match

• 🚨 = Escalate

💡 How to Use (super fast)

• Start at the top and follow yes/no path

• Takes ~30 seconds during a call/chat

• Ensures:
• Consistent decisions across agents
• Fewer unnecessary escalations
• Faster issue validation