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



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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43 comments

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Lisa Kelly

Zendesk Documentation Team

Hi Andrew
Focus mode is available only for customers using Zendesk Talk and Chat in the Agent Workspace. Unfortunately, it does not work with custom integrations for incoming calls. 

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Are callback requests excluded from focus mode?

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Francis Casino

Zendesk Customer Care

Hello Bryan - That is correct. Callback requests are excluded from focus mode. Please note that focus mode is excluded for direct call and chat transfers between agents.

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Is there anything on the roadmap to include something similar to "focus mode" in omnichannel routing? It would really be great to not overwhelm my agents with being served a call when they have the capacity for 2 messaging tickets. 

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Shawna James

Community Product Feedback Specialist

Hey Allie! Check out this announcement, I think this is the feature you are looking for. Thanks again!

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Barry Neary can someone on the team either clarify or look into a ticket I have open with support? I’ve got one agent where a ticket has been sitting on awaiting on customer for a few days and the chat ticket is still being counted towards his omnichannel routing when focus is turned on. I worry that this is a bug and if more time is wasted on the “can you try another internet connection” that your team will not see the root cause. 

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Francis Casino

Zendesk Customer Care

Hello Zach,
 
I've looked into the ticket you mentioned and I'm happy to inform you that it's already being taken care of by one of my colleagues.

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Francis Casino Thanks for the comment here, but if I can get an update on the ticket itself. I haven't seen anything since the basic troubleshooting steps and I'm worried that if our trigger closes the ticket, Zen won't have the data on why this is happening. It has been in there since Thursday and it was the root cause of the issues when the other ticket Sam made was logged.

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Francis Casino

Zendesk Customer Care

Hello Zach,
 
Thank you for following up! I will work closely with my colleague who is handling the ticket. You can look forward to receiving an update soon.

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Francis Casino I just recorded a loom to show the issue, I need a way of escalation on this as there has been no progress. The issue is server-side with a chat ticket stuck in an agent's capacity. Unless chats in waiting on customer are supposed to be counted towards capacity.

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Francis Casino

Zendesk Customer Care

Hello Zach!

 
Thank you for sharing those details with us! I have already worked with my colleague and her manager to arrange a Zoom call to address this as quickly as possible. 

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Francis Casino I sent a loom video that clearly shows the issue. I'm not sure why this hasn't been escalated. I' ready to just set the ticket solved and move on. Then Zendesk won't have the data they need to fix this issue if it happens to other customers. But this has been a week-long issue that no one seems to take with a sense of urgency. I've tested it myself, if a messaging conversation is set to waiting on customer, that conversation is removed from the agent's capacity. This particular ticket is stuck in the agent's capacity. Nothing on the client side, it is the server side. If I don't have an update on this today with a clear course I will solve or voice the ticket with our customer and move on. cc: Barry Neary 

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Francis Casino

Zendesk Customer Care

Hi Zach,
 
We understand your frustrations, and I wanted to let you know that my colleague Jefrel is currently working on escalating the ticket to our senior engineers. To ensure effective communication let's continue our discussions through the ticketing system. Unfortunately, troubleshooting via this channel is not feasible. 

 

Thank you for your understanding.
 

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