I have configured Ticket Escalation Notice for every Queue. It works fine, i.e when the Escalation time arrives a notification get displayed to that specific agent.

 

On more functionality, I am interested in adding is that the same notification also get mailed to my Boss, means higher authorities so that they can take action accordingly.

 

How I can do it. The GenericAgent doesn’t seems to help me.

 

Any Idea ??