Possible queries:
Eye icon is not shown while working on tickets.
Agent collision is not working.
Resolution Path:
- Validate account details and check if the feature is available in the plan.
- Check if all agents are facing the issue of the collision detection not working or if it is for a few. If there are any extensions installed that block web sockets, agent collision detection will not work. If that is the case, the extension has to be disabled.
- If there is no extension and the issue persists, check if it persists in incognito window. Obtain console logs ( eg chrome), HAR file when viewing the ticket. Make sure the web socket-related hits are present in the HAR file.
- Obtain occasional agent access and check if it is replicable. You can request for another access to check this as we would need two agents to view the same ticket. If it is replicable, please raise L2 ticket with the details.