Nancy Orgill

When focus mode was first released it was fantastic, my team enjoyed the functionality of taking calls and chats. Fast forward to today and we have not be able to use focus mode for the past three months. When our agents log in depending on the first interaction, it locks them into that mode i.e. if they receive a call first they never get a chat routed to them and vice versa with chat first, no calls. 

We have tried troubleshooting, clearing cache/cookies, and submitting tickets which we were told it was fixed. It still does not work. Is anyone else experiencing the same issues? It's sad because it really was a nice feature to the product.