Yann Zindel

We tested the Play View feature with our first level support agents some time ago because of the cherry picking issue. One problem we have faced was that some agents started to press "play" and read the ticket contents. If they weren't feeling like solving the issue, they just closed this ticket's tab and waited for half a minute. When reentering the play view, another person will be on the "skipped" ticket.

We are currently thinking about bringing the play view up again, but we would like to have a way to check if and who of our agents make use of this loop hole. Is there any way find this is out? Or is anything planned in this regard? :)