I'm curious to know whether or not version 2.0 might have some flexible options for routing escalations? What I'd envision is the following: - ticket reaches queue escalation time - one or more agents within working hours - ticket escalated to agent - within n hours after that, ticket escalated to agent and agen't supervisor - within n hours after that, ticket follows different escalation path (reassignment to another agent perhaps with a not going on an exception report?) I'm anxiously awaiting versoin 2.0! It's going to be fantastic, I can sense it. - Pete McDonnell "I'd give my right arm to be ambidextrous." - Anonymous