Record locking or usage warnings
When things get busy we generally tend to log calls and leave them as unassigned until an engineer becomes free to take up the next call.
We have had a few situations where two or sometimes three engineers all go into the same call and either reply to a customer or start working on the call, not realising that somebody may have already taken it up.
Would it be possible to perhaps add a warning that a call was opened/read within a specified amount of time (perhaps even user selectable to allow tuning). This would at least give a warning that somebody else may be doing something with that call.
Or is there anything else you could suggest that would perhaps help lighten this problem?
We have had a few situations where two or sometimes three engineers all go into the same call and either reply to a customer or start working on the call, not realising that somebody may have already taken it up.
Would it be possible to perhaps add a warning that a call was opened/read within a specified amount of time (perhaps even user selectable to allow tuning). This would at least give a warning that somebody else may be doing something with that call.
Or is there anything else you could suggest that would perhaps help lighten this problem?