No results found
Agent Collision refers to the scenario when there are two or more support agents, working on the same ticket each unaware of the other.
Take an example: There’s a support ticket that has been waiting for a resolution for over 48 hours. Matt from Support Logs in, to send out a reply. Unaware that Matt is on the ticket, Ben decides to log in, and do the same as well. Both of them sending out replies could result in duplicate and inconsistent communication with the end customer.
To avoid such scenarios, HappyFox has an agent collision detection feature that proactively ensures that all active support agents are well informed of who else is active on a ticket.
This feature allows your agents to: