I'd request the ability to set a Manager for a Group, which would give you more options from an escalation perspective. A very rudimentary org structure could exist.
While the function does exist to escalate if a ticket is not assigned with "X", if we could list a manager, we could do various escalations using the "Supervisor" function.
I'm envisioning:
Hours since created: Greater than 2
Number of agent interactions: Less than 1
Send Email to Agent: GROUP MANAGER
Alternatively, this could be a function built into the SLA POLICIES, under the "WHAT HAPPENS WHEN THIS SLA IS VIOLATED"
