| Announced on | Rollout starts | Rollout ends |
| April 2, 2024 | April 2, 2024 | April 4, 2024 |
Zendesk is excited to announce the support for focus mode for live channels in omnichannel routing.
This announcement includes the following topics:
What is changing?
Focus mode is a way to ensure agents can focus on a single live channel at a time, without getting interrupted with tickets from other live channels. Capacity rules still apply, so an agent might be assigned multiple messaging conversations simultaneously. However, turning on focus mode for omnichannel routing means an agent who is working on active messaging conversations won't be routed a call and vice versa. This focus can increase service quality and reduce agent overload and burnout.
Previously, omnichannel routing acted purely based on agent status and capacity per channel, without consideration for potential disruption to agents between live channels.
Why is Zendesk making this change?
Protecting agent focus is an important way to help agents provide high quality customer service as well as helping admins maintain a healthy and productive work environment for their agents. We recognize that focus mode is especially needed in environments where agents are working tickets from multiple channels.
What do I need to do?
This feature is being rolled out to all accounts. If you want to turn on focus mode, edit your omnichannel routing configuration.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.