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Agent collision detection mechanism

Dennis Braganza Apr-23rd, 2020 16:13 0 0

Agent collision detection mechanism

When a client submits you a query, it lands in the staff portal as an incident. This incident has a unique incident hash which helps to keep a track. When an incident is raised in the system, it can be assigned to a staff member. This staff member goes through the query and responds back to the client within the stipulated time period.

There are many ways through which a ticket can be assigned to a staff member. It can be manually assigned to a staff member, through round-robin, through workflow execution, etc. Apart from this, the staff can themselves start working on the ticket of their choice. Under such conditions there is a possibility of more than one staff member working on a single ticket. This can cause wastage of resources and duplication of work. Also, if the end user client receives multiple responses on the same ticket, it is bound to create confusion.

To avoid such scenarios you can opt for an agent collision detection option. Once you have enabled the setting for collision detection, other staff members are notified if an agent is replying to a ticket. On the top right corner of the screen you will find an open lock icon

which signifies that nobody is working on the ticket. You may also choose to manually lock the icon

before you start working on the ticket so that other staff members will not spend time on it. When other staff members open the ticket they will see a lock icon and also the name of the staff who is replying to the ticket in the top right corner in red color.

We have 2 ways to lock a ticket to prevent agent collision :-

Manual - Once you open a ticket, you will find a lock icon and if you want to reply to the ticket, you can click on the lock icon to avoid collision.

Automated - The path to enable automatic settings is, admin settings>>user>>role.

Under permissions “on reply auto incident lock and unlock” needs to be checked. When you enable automatic setting, whenever a staff member opens a ticket and clicks on the reply option the ticket is auto locked. In the same way if other staff members open the ticket they will see a lock icon and also the name of the staff who is replying to the ticket in the top right corner in red color.

Please refer to the below screenshot.

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