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To ensure compliance with a platinum Service Level Agreement, cases that remain in the Tier 2 queue for more than four hours must be re-assigned to the Tier 3 queue. What feature meets this requirement?

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To ensure compliance with a platinum Service Level Agreement, cases that remain in the Tier 2 queue for more than four hours must be re-assigned to the Tier 3 queue. What feature meets this requirement?






 
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