Currently, the "eye" option when another agent is either viewing or replying is not very evident. Furthermore, if you update a ticket, the pop up blocks that visual warning. Is there a way to make this warning more visible to grab the agent's attention, and prevent double work on the same ticket?
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Collision Detection
+12Hello Ryner,
The Agent Collision feature detects the presence of another agent on the ticket and helps to avoid double replies on the ticket. When the other agent starts replying on the ticket, the "eye" icon to indicate agent collision changes itself to a "writing pen" icon as illustrated in the screenshot below.
Furthermore, in the reply window, the agent would get to see that another agent is actively typing out a response on the ticket.
We'd like to see how you've imagined the agent collision detection feature incase the current setup isn't very evident.
Cheers!
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