Prevention of multiple and/or uninformed replies

Features that help stop agent collision and give more context to agents replying to tickets

Agent collision detection
When you have a system where agents can pick tickets on their own, it's common to have two or more agents looking at the same ticket and even replying ...
Mon, 6 Apr, 2020 at 10:05 AM
Traffic cop and auto refresh
Agents sometimes open multiple tickets in different tabs so they can work on them all one after the other. While this is productive and a good way to estim...
Mon, 26 Feb, 2024 at 11:57 AM