Hi guys, please I need help

I applied for a skilled work visa on August 1 2022,
I called UKVI on the 18th of August and they told me that decision has been made but I should wait for 10 working days from the day decision was made and that VAC will contact me. Is more than 10 days.

Up till now, I haven't received any email from Home Office or VAC.

I called them today and I was told that my application is long overdue and that I'm supposed to have received my document. the agent said he will open an escalation

What does that mean, Please can anyone give me a cue on why such delay and what step I should take next?