Steven,
There have been a number of good ideas put forward already so I won't reinvent the wheel.
Another solution you may want to look at is rather than having the Supervisors running all over the center, send the calls to an internal Help Desk, that will only deal with these escalated calls.
This will provide faster service with no running around and can also consolidate and categorize the escalated issues more easily for training and caoching enhancements. Also by tracking the orginating agent location you will gain another measure that will indicate who is having problems with what issues.
This is also much mor humane that my other idea which ivoleved a small electric shock delivered to a different part of the body depending on which agent needed assistance ( Of course I am kidding).
I hope that I have added some value to this discussion. If I can be of further assistance plase contact me directly at
ctaylor@thetaylorreachgroup.com
Colin