Unassigned requests change to pickup rules

Hi SC,

Unassigned requests can get picked up by two support reps at the same time.

You should not be able to pick up a call that is already assigned to someone without a popup advising.

We have had several instances where one person picks up the call and someone elses screen hasn't refreshed within the time period set and both people pick this up, particularly if it is configured in a Notification Rule to add to a group.

This results in a rather embarrassing situation where two people reply to the customer, and two people waste their time working on the same issue.

Please could we have something that checks if the support id has a status of unassigned and if so you can pick up, if, however this is set to a group or another support rep, you can't pick it up without pre-warning you that this call is already assigned to x support rep, or y group do you want to continue.

nice and easy to implement .... big win :-)

Vote please :-))))))

Thanks

Rich