Overview of Agent Collision Detection

Purpose of the Feature

This feature prevents multiple agents from simultaneously handling the same ticket. It eliminates duplicate responses to customers and wasted work, enabling efficient and consistent support.

Importance of Collision Avoidance

For example, when multiple agents attempt to respond simultaneously to an urgent customer request, the customer may become confused and trust may be damaged. The collision detection feature displays warnings for tickets being handled, preventing duplicate responses.

Key Benefits

Improved Operational Efficiency

  • Automatically detects situations where multiple people are handling the same ticket
  • Saves agent work hours and improves efficiency

Enhanced Service Quality

  • Prevents duplicate responses to customers and ensures reliability
  • Facilitates smooth team collaboration
  • Guarantees service consistency