Enabling focus mode for voice and chat in the Zendesk Agent Workspace

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11 Comments

  • Nate Fritz

    This is an exciting update, looking forward to trying it out.

    That said, while it sounds great on paper, I am curious about the actual routing behavior. 

    Almost all of our agents are configured to take multiple concurrent chats.  I assume this system still routes first in, first out, but what happens when all agents are on one or more chats and a call is sitting in queue? 

    Does the system ever stop routing chats to agents so that the call gets addressed next, or will it continue to route chats essentially locking agents into that skill?

    Thanks for any clarification you can provide!

    1
  • 유근민

    Good News~!!

    When do you support for TPE(Talk Partner Edition) and Social Messaging via Sunshine Conversation?

    1
  • Kaylin Bailey

    When will this be available to turn on for everyone? I have ZD Agent Workspace turned on but do not have the ability to enable focus mode.

    0
  • Hi Kaylin Bailey
    As it mentions at the top of the article, the rollout begins on July 12, 2021 and should be complete on July 22, 2021. You should see it in your account by July 22 at the latest. 
    Lisa

    0
  • James Zack

    Does this work with any voice integration or just Zendesk's Talk product?

    0
  • Volkan Akdugan

    Hi @...

    Focus Mode works with only with Zendesk Talk and Chat. We don't support 3rd party voice integrations.

    Thanks,
    Volkan

    0
  • Volkan Akdugan

    Hi @...

    Currently, Focus Mode works with only with Zendesk Talk and Chat. 3rd party voice integrations or Social Channels are not supported. However, we have omni-channel plans in our roadmap that would include next version of Focus mode functionality as part of the agent capacity settings across channels.

    Thanks,
    Volkan

    0
  • Volkan Akdugan
    Hi @...
     
    Focus Mode does not change the existing queueing or routing mechanisms for Zendesk Chat and Talk, the products will always be sending requests as separate channels as they are today. When enabled, Focus Mode will avoid assigning a new work item if the agent is already busy on the other channel. 
     
    Therefore, according to the design of the feature, chats will not be assigned to agents who are already on a call and vice versa. However, in extreme situations where the volume of incoming calls and chats differs considerably and there are not as many agents available, some agents can make themselves "available" only for the less busy channel and start consuming requests from those queues.

    Thanks,
    Volkan
    0
  • Saxon Clay

    Hi, 

    Is there any support for "overflow" in Focus Mode? Our incoming chat and call volume tends to be fairly low and so we want to ensure that contacts are routed to somebody who's not already handling a contact in a different channel, but if all of our agents are actively in chats what happens if a phone call comes in? Does the phone call get routed to voicemail due to all agents being ONLY routed chats while they're in a chat due to Focus Mode? Or is there any sort of override we can enable where if all agents are in one contact type then Focus Mode is suspended and they can handle both a call and a chat as needed?

    0
  • Lexander Wist

    Hi,
    We keep having problems with focus mode some agents are still receiving calls when they are dealing with inbound customer chat, is this a known issue?

    We have attempted to clear cookies and catch but it has not resolved the problem.

    0
  • Gary Shand

    We've been trialling this feature, and whilst it sounds amazing, in practice it's not working for us.

    Our specific problem is around the lack of consideration for transfers. We have a team who are all WFH so it's not easy to see the status of another agent quickly, and efficiently. As a result we'd want them to be able to transfer calls to another agent knowing if the agent's name shows as available that the agent is available to take the call - this isn't possible with Focus mode currently.

    As a result we have had situations where an agent is on a live chat and had a call transferred to them (that understandably they're not in a position to take). And even a situation where an agent was on a live call, and 2nd call was transferred to them (which again they could not take).

    Unfortunately these issues mean we can't use Focus mode in its current format. Any plans to introduce transfers into the functionality?

    0

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