Agent collision happens when you assigned ticket to a group which contains multiple number of agent and each agent have permission to access other agent ticket. In such situation collision happens if an agent which is working on a ticket but at the same time other agent takes the same ticket and starts working on it.
To avoid such collision we have used smart mechanism, for eg:- Suppose a client has lodge a ticket then our system route the tickets in two way:-
Ticket automatically assigned to a particular agent if agent belongs to clients service group, only that agent can attend the ticket no one agent can even view such ticket.
Assigned by customer
Customer can assigned tickets to a particular agent, only assigned agent can attend such tickets.