Ten calls, one shift. For each one: handle it yourself, or hit ASK SUPERVISOR. Every ask grows the boss meter, whether you actually needed it or not. Some calls genuinely do need a supervisor. In this game, most don't. Can you tell which is which?
This is why escalation is part of the decision, not a separate hunt for a person.
When a request needs a supervisor, Agent First surfaces that as part of the decision itself, ESCALATE, instead of leaving an agent to guess whether this is one of those situations.