In our inside sales and support teams, we need the ability to see if another rep is currently reviewing a customer’s account.
What has happened a couple of times now is that two reps end up contacting the same customer within a few minutes of one another due to them not knowing that the rep was currently viewing/making progress on an assigned lead.
For example, if one of my reps is tied up on a phone call and is falling behind on response time for incoming web forms , other team members will hop in to start helping. But what they can’t see is if someone else is already looking at the same lead as them and if the other rep has already started working on re-assigning the lead and contacting them.