How can I troubleshoot agent collision issues?

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  • Reneé Lasswell

    I have a concern here. I understand if someone views the ticket (and has no intention of working it, perhaps a supervisor) then this will keep the play button from giving the ticket to another user. This makes no sense to be. I think viewing a ticket is fine. I think if you are manually taking the ticket you can assign it yourself to avoid play button collision, but allowing the mere act of viewing something to keep it from getting passed out properly and worked and delaying a response to the customer, just seems unnecessarty.


    At minimum this should be a estting that can be turned off at the account level.


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