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When you have a system where agents can pick tickets on their own, it's common to have two or more agents looking at the same ticket and even replying to it simultaneously. You can avoid mistakes like a customer getting two replies from two different agents on the same ticket using agent collision detection.
What can you view?
How many agents are looking at the ticket and who they are
How many agents are typing a reply to the ticket and who they are
This way, your agents don't have to spend time in solving issues that someone else is already taking care of. They can also hit send without thinking twice because, apart from agent collision detection, there is also the Traffic Cop feature to stop duplicate replies or replies that haven't taken recent developments into account.