If a bad situation escalates or if someone or something escalates it, it becomes greater in size, seriousness, or intensity. Both unions and management fear the dispute could escalate The protests escalated into five days of rioting Defeat could cause one side or other to escalate the conflict. + escalation escalations es·ca·la·tion The threat of nuclear escalation remains. a sudden escalation of violence
The process of handing a call to a supervisor when the enquiry is outside the agent's delegation, when the enquiry/situation is too complex for the agent to deal with or when the customer asks to speak with someone more senior (See refer and transfer )