Possible queries:
How does agent collision detection work?
How do we make sure two agents do not work on the same ticket?
Resolution Path:
The Agent Collision Detection feature is designed to detect instances where multiple agents are viewing the same ticket and will display an eye pop-up at the top of the screen to alert agents to the situation.
Additionally, this feature will inform us if an agent is already typing a response in the reply editor.
In this manner, we can guarantee that various agents do not handle the identical ticket.