|Announced on||Rollout starts||Rollout ends|
|July 12, 2021||July 12, 2021||July 22, 2021|
Today, we're thrilled to announce focus mode, a new way of conditional routing based on agent activity between voice and chat channels in the Zendesk Agent Workspace.
The new focus mode feature allows your agents to be online for both voice and chat conversations but only serves one channel at a time. This will remove distractions, giving them the ability to focus on delivering the best possible experience for your customers and work more efficiently.
Before this, agents serving multiple live channels at the same time would keep getting incoming requests from any channels even if they are busy on another channel.
With the new focus mode, your multi-channel agents can focus on a single channel at a time. For example, if an agent is on a call, they will not be offered chats until the call and call wrap-up has ended. If an agent is responding to a chat or handling multiple chats (up to the maximum chat limit), then no calls are offered to the agent until all their chats have ended.
Focus mode can add a great value if you have multi-channel agents serving on both voice and chat or if you are planning to build up multi-channel teams to cover the peak traffic periods.
What do I need to do?
Focus Mode is off by default, you can opt in through your admin settings. See our documentation for details on enabling focus mode.
Who is this available for?
Focus mode is available for our customers using Zendesk Talk and Chat in the Zendesk Agent Workspace. It will be available in all Zendesk plans with no additional cost.
When will I have access to the feature?
Focus mode will be generally available starting in July 2021. It will roll out between July 12 and July 22, 2021. The setting will be visible on all the applicable accounts latest by completion date.