Dawn La Branche

Hi Heather, we did try that whereby I kept only one agent online in both channels (chat and talk) and then had a new call and new chat happen within 30 seconds of each other.  Chat hit the online agent first, then the call hit them about 30 secs after.  Unfortunately, both requests still arrived at the agent workspace. We even thought that maybe the agent hadn't assigned them self the chat and therefore, the 'turn on' didn't happen but that didn't seem to change with or without assignment of the chat.

Hi Heather, thank you for the speedy response.

When 'focus mode' was turned on, I and my team created sample calls/chats to one another and both the types of interactions were presented to the agent at the same time.  We tried this with each of us (2 agents and myself as the admin) to learn both what our customers would hear/see as well as the agent workspace experience.  So from our experience, nothing changed when turning 'focus mode' on.

Is there a way to queue talk/chat channels together?  Example:  I have an agent speaking to a customer on the phone, I want to prevent a chat being presented to that agent until the call is completed (and vice versa - chatting, no call presented).  I have tried the 'focus mode' and today during the 'what's new' session I was given the option to look at triggers but I can't see anywhere that I can 'trigger' agent availability when this or that condition is met.  Perhaps I'm missing something but hoping to get further clarity on this.  Thank you!