Retire deflection rate as the headline KPI, replace it with Time to Effective Escalation, Outcome Certainty and Escalation Resolution Rate, and publish explicit decision rights that back good-faith judgment calls. Track Time to Effective Escalation, Escalation Resolution Rate and repeat-contact rate so the dashboard rewards resolved ownership, not avoided contact. Replace deflection rate with Time to Effective Escalation, Outcome Certainty and Escalation Resolution Rate. How Klarna, BCG and Oracle Handle AI Escalation Ownership in PracticeThe pattern is already visible in named deployments. ink drop - stock.adobe.comWhat Matters Here: How Do Klarna, BCG and Oracle Illustrate Escalation Ownership?