Some tickets that require additional support will be assigned to an internal agent and for instance the target completion for the task is 14 days.
1) We will need a feature to monitor the time the internal agent spent working on the ticket and export the data in a monthly report for performance tracking.
2) A feature that allows an automated notification to be sent after 7 days since assignment to the internal agent and the supervisor, similar to the supervisor rule that works for primary agents.
