{"id":19759,"date":"2020-02-28T00:00:00","date_gmt":"2020-02-28T08:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/what-is-agent-collision\/"},"modified":"2023-11-02T08:46:50","modified_gmt":"2023-11-02T15:46:50","slug":"what-is-agent-collision","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/what-is-agent-collision\/","title":{"rendered":"Agent Collision"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/what-is-agent-collision\/#Why_Does_Agent_Collision_Matter_to_Customer_Service\" title=\"Why Does Agent Collision Matter to Customer Service?\">Why Does Agent Collision Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/what-is-agent-collision\/#How_Helpshift_Prevents_Agent_Collision\" title=\"How Helpshift Prevents Agent Collision\">How Helpshift Prevents Agent Collision<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/what-is-agent-collision\/#Additional_information_About_Agent_Collision\" title=\"Additional information About Agent Collision\">Additional information About Agent Collision<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Agent collision happens when multiple customer service agents respond to the same ticket at once, causing confusion for the customer and inefficiency for the organization. Or, in another scenario, the agent to submit a reply first \u201cwins,\u201d and the other doesn\u2019t realize they\u2019re typing in vain until they try to submit and get an error message.&nbsp;<\/p>\n\n\n\n<p>A zealous customer service organization is a good thing. The more quickly and enthusiastically you respond to customers\u2019 questions and complaints, the better your brand\u2019s reputation and the higher your customer advocacy. But in the race to serve customers quickly, agent collision is often an unfortunate side effect. Without mechanisms to prevent it, agent collision can undermine the effectiveness of your customer service organization.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Does_Agent_Collision_Matter_to_Customer_Service\"><\/span><strong>Why Does Agent Collision Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Customers want to feel taken care of. Quick response reassures them your brand has the answers and that you care. But when two different agents respond to a customer\u2019s question at once, it sends a message that your organization is not all that organized. Their trust breached, the customer wonders what else you\u2019re bad at.<\/p>\n\n\n\n<p>At the same time, any customer service organization strives to be as efficient as possible and to optimize the time of support agents. When two agents are tackling the same problem, one of them is wasting time \u2014&nbsp;time that could be spent helping another customer.<\/p>\n\n\n\n<p>Even if your customer support software prevents two different agents from replying to a customer query, unless they\u2019re blocked from even trying, they can still waste their time. That\u2019s why the key to preventing agent collision is a customer service platform with built-in prevention mechanisms. This does not mean two agents cannot work together on a customer service issue. But only one must have ownership at a time.&nbsp;<\/p>\n\n\n\n<p class=\"has-text-align-center\"><img decoding=\"async\" class=\"wp-image-6380\" style=\"width: 576px;\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Agent-Desktop-768x576-1.png\" alt=\"\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Prevents_Agent_Collision\"><\/span><strong>How Helpshift Prevents Agent Collision<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>The Helpshift backend is designed to prevent agent collision. Within the Helpshift dashboard, every ticket must be claimed by an agent before it\u2019s attended to.<\/p>\n\n\n\n<p>Helpshift also enables you to avoid agent collision during the processing of bulk actions. A yellow indicator in the corner of the issue you are editing will alert you to a possible agent collision.<\/p>\n\n\n\n<p>Not every customer service platform makes agent collision preventable, so make sure you find one that does.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Workforce-Management-768x576.png\" alt=\"Workforce Management\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Additional_information_About_Agent_Collision\"><\/span><strong>Additional information About Agent Collision<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul><li>Article: <a href=\"https:\/\/support.helpshift.com\/kb\/article\/what-happens-if-i-apply-a-bulk-action-to-an-issue-that-another-agent-is-viewing\/\" target=\"_blank\" rel=\"noopener\">What happens if I apply a Bulk Action to an Issue that another Agent is viewing?<\/a><\/li><li>Helpshift Product: <a href=\"https:\/\/www.helpshift.com\/products\/support-ticketing\/\">Ticketing and Support&nbsp;<\/a><\/li><li>Helpshift Product: <a href=\"https:\/\/www.helpshift.com\/products\/support-ticketing\/case-management\/\">Case Management<\/a><\/li><\/ul>\n","protected":false},"author":8,"featured_media":19745,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[395],"acf":[],"taxonomy_info":{"category":[{"value":395,"label":"Customer Service Operations"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Agent-Desktop-768x576-1.png",768,576,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19759"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":1,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19759\/revisions"}],"predecessor-version":[{"id":26364,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19759\/revisions\/26364"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19745"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19759"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19759"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}