Multiple ticket tabs
Discover LiveAgent's multiple ticket tabs feature, enabling agents to handle multiple customer queries simultaneously for maximum efficiency. Opt for the 'To so...
3 min read
Ticket Management
Productivity
+1
What is Agent Collision Detection?
Agent collision happens when multiple customer service agents unknowingly respond to the same customer, which can cause confusion and frustration. LiveAgent’s Agent Collision Detection ensures multiple agents don’t work on the same ticket, reducing confusion and improving your support team’s efficiency.
How Does It Work?
LiveAgent shows you exactly who’s viewing a ticket and who’s answering it in real-time. This powerful feature works with the To Solve algorithm to make sure that agents don’t open a ticket that is already being worked on.
Why Is This Feature Valuable?
Preventing agent collision is essential for maintaining a professional and efficient support operation:
- Eliminates duplicate responses - Never send repetitive replies to the same customer
- Reduces confusion - Your team always knows who’s handling each ticket
- Improves customer satisfaction - Customers receive one clear, coordinated response
- Increases team efficiency - Agents don’t waste time working on tickets already being handled
- Prevents data loss - No risk of overwriting colleague’s work
- Enhances collaboration - Better coordination among support team members
- Saves time and resources - Reduces wasted effort on duplicate work
Scared of Erasing Your Colleague’s Work?
LiveAgent’s collision detection features will alert you whenever you attempt to answer a chat or ticket that’s already being worked on. This safety mechanism ensures your team works smoothly without stepping on each other’s toes.
An Essential Part of LiveAgent’s Ticketing System
Agent Collision Detection is a core component of LiveAgent’s comprehensive support ticket software. Combined with other powerful features like automated ticket routing, priority management, and team collaboration tools, it creates a complete solution for modern customer support teams.
Knowledge Base Resources
Need more help with this feature? Check out these detailed guides:
