What is the Focus Mode EAP?

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23 Comments

  • Terry Knox

    Am I right in assuming that this won't work with Talk:Partner Edition and, if so, are there plans for it to be developed for customers using Partner Edition too? 

    1
  • Volkan Akdugan
    Zendesk Product Manager

    Hi Terry Knox

    Focus Mode is scoped to work with only with Zendesk live channels initially. We will consider adding TPE and any additional channels later based on the feedback.

    Thanks,
    Volkan

    1
  • Terry Knox

    Thanks Volkan Akdugan. I'm sure there are lots of customers like us, who would like to see this work with alternative telephony providers too. Will keep an eye open. 

    1
  • Clik Rogan

    Hi All, Just wondering if there is any interest in the ability to apply this at a group level? 

    We have groups of agents who predominantly work on a omni channel and then groups of support agents who work on  specific channels. 

    The biggest issue we've seen with this EAP thus far has been the issue of one channel taking priority. For example, all agents are serving chats and are presented with more chats as other chats will end. This has resulted in our Talk customers being on hold and subsequently abandoning contact with our team and vice versa. 

    Any updates or suggestion here would be appreciated! =] 

    1
  • Volkan Akdugan
    Zendesk Product Manager

    Hey Clik Rogan

    Thanks so much for the feedback. We have omni-channel routing plans in our roadmap that would include next version of focus mode functionality as part of the agent capacity settings across channels. It would be great to have a session to discuss about it.

    To answer your question: If you have much higher chat traffic than the calls, I guess reducing the chat limit to 1 would increase the chance to find more available agents to assign the calls so it might help, however this will still have dependencies to the traffic behaviour in your network and needs testing.

    Thanks,
    Volkan

    1
  • Clik Rogan

    Hey Volkan Akdugan,

    A session to discuss would be fantastic! We do have teams which are still interested in the concept of Focus Mode and hearing that an omni channel solution is in the pipeline is incredibly positive to hear! 

    Feel free to shoot me an email to set something up! Looking forward to it. 

    Thanks, 

    1
  • Nick Wurm

    @Volkan Akdugan

    Any plans to integrate Sell Voice into the Focus Mode feature?

     

    The current lack of an integrated phone system between Zendesk Support Talk and Zendesk Sell Voice leaves our agents susceptible to receiving incoming calls from each platform at the same time.

    0
  • Volkan Akdugan
    Zendesk Product Manager

    Hi @Nick Wurm

    We don't have plans to integrate Focus Mode with Sell Voice at the moment. However, I do understand your issue with the current situation and I know integration of Sell Voice with Zendesk Talk is in the roadmap of the related Zendesk teams.

    Thanks,
    Volkan




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  • Nick Wurm

    Hi Volkan Akdugan

     

    Is the integration of Sell Voice with Zenesk Talk on the 2021 roadmap?

    0
  • Volkan Akdugan
    Zendesk Product Manager

    Hi @Nick Wurm

    I can confirm its in the roadmap but I can not really mention any timeline on behalf of these product lines as plans are always subject to change, thanks for the understanding.

     

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  • Andrew

    Does it ensure that channels stay available?

    E.g. I have 3 agents on phone and chat, chat limit of 2 each, and 3 chats come in.  Does each person get 1, or does an agent get 2 to ensure the phone is still covered?  (and vice versa)

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Andrew,

    Chat routing depends various different parameters including who's been available (i.e., not serving a chat) for the longest time and other limits set, so there is no specific pattern followed.

    The way I foresee extreme conditions that might lead all agents assigned on a single channel can happen if a channel clearly prioritised over the other one or in case of extreme difference between call and chat traffic with very limited number of agents and under very high load. However still in this case, one or more the agents can change to be online only for a single channel and start getting calls or chats immediately.

    Thanks,
    Volkan

    0
  • Tobias Hermanns

    Hi Volkan,

     

    we register long time ago and still not enabled on that EAP.

     

    Can you allow our domain please (zyxeleurope), thanks!

     

    /Tobias

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Tobias Hermanns


    Thanks for reaching out. I will schedule a session to understand your current setup and how we can onboard you successfully.

    Thanks,
    Volkan

    0
  • Fabio Strasser

    I agree with Terry Knox! Would love to be able to use it with Talk Partner as well. 

    0
  • Volkan Akdugan
    Zendesk Product Manager

    Hi Clik Rogan Thanks a lot for the feedback.

    Focus Mode setting is on the account level however the feature will impact only the agents that are online on both Talk and Chat at the same time. Some of our EAP customers start using Focus Mode with a group of omni-channel agents initially by being online for Talk and Chat at the sametime while other channel specific agents were online on a single channel at a time. By this way, we can actually utilize the feature as per agent / per group.

    On the other point, we don’t change the existing queuing and routing mechanisms for Chat and Talk, it will still be both products sending requests as is today, as separate channels and Focus Mode will avoid assigning a new work item if the agent is already busy on the other channel.

    While said that, there is larger on-going omni-channel initiative at the moment that will potentially fulfil both items in the long term.

    Thanks,
    Volkan

    0
  • Rowan Caskey

    Hi ZD Team!

    Just wondering if there was any update on rolling out this feature or having new participants in the EAP-- my team is extremely interested in this feature and is excitedly looking forward to trying it out as soon as they're able!

    Appreciate any insights you're able to provide. :) 

    Best,
    Rowan

    0
  • Volkan Akdugan
    Zendesk Product Manager

    Hi Rowan Caskey

    Yes, we continue having new participants in the Focus Mode EAP. I can confirm that we have received your sign-up request, please expect your account to be enabled during this week. We are looking forward to get you onboard !

    Thanks,
    Volkan

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  • Rowan Caskey

    Thank you for getting back to me so quickly, Volkan ! Look forward to hearing from you all! :) 

    Best,
    Rowan

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  • Clik Rogan

    Hey Volkan!

    This is a great function however we have come across some deal breaking road bumps on the way - To note, we currently have this feature disabled for a testing period of a month to understand if our abandoned calls in queue were a result of this function. 

    Suggestions for this feature;

    • Ability to activate this at a group level or agent level
    • Ability to choose a hierarchy on channels (with the current logic, our Chat channel is taking precedence and our Talk customers are just waiting in queue and being missed).

    Question: Is it recommended to reduce an Agents' concurrent chat limit to 1 to reduce the number of calls that will be missed in queue and ensure calls can be taken by "available" agents. 

    Thanks,

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  • Tobias Hermanns

    Hi Volkan,

     

    we are also still intrested into "Agent Capacity" feature and how to combine this with our Omni-Channel Support (all Agents need use Talk, Chat, Mail at same time) and combine with our Round Robin APP settings / vacation / sickness.

    Please ping me when some demo session / questions on that topic is ready.

    Thank you.

     

    Tobias

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Tobias Hermanns

    Sounds great! I will reach out to you. 

    Thanks,
    Volkan

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  • Terry Knox

    Is there any update regarding whether this functionality is being developed for Talk Partner Edition? 

    0

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