You can set a Wait node in the queue. Once the time of the Wait node expires, it can go wherever you route it... perhaps a queue for supervisors. Additionally, you can setup an alarm in ECE that can send an email to anybody you want saying that there's an email in the queue that has gone beyond the SLA. You're better off using the Wait node method though.
Based on your suggestions above.
I am trying to use the wait node to reroute the call to another skill group, however ICM just aborts the call after the wait node timesout. It does not reroute to another skill group.
What could be wrong? Thanks as always for the help
Ayodeji, is this a chat or a web callback? The Wait node works, but it's bound to the limits of the MRD, and for chat, it goes a step further. For chat, there is a watchdog setting that is bounded to the MRD setting, and this value cannot exceed what the Max in Queue time value is.