[Vocabulary] Resolution vs Escalation

[sh.hazeri]

What is the diffrence between Resolution and Escalation in terms of official affairs ?
ie:
We did transfer that call to the resolution line ....
vs
We did transfer that call to escalation line ......

 

[emsr2d2]

What is the diffrence between Resolution and Escalation in terms of official affairs ?
ie:
We did transfer that call to the resolution line ....
vs
We did transfer that call to escalation line ......

In terms of your examples, the resolution line would be through to the department where I would expect to have my problem solved/resolved. The escalation line would be through to the department where my problem is given more importance than it had before, and presumably where I would hope to be told that a solution would be found very soon.