Interaction/Agent Capacity Settings


  • Volkan Akdugan
    Zendesk Product Manager

    Hi @...

    I have good news for you. We currently have an Early Access Program for the feature called "Focus Mode" that allows agents to be online for both chat and voice conversations but only serves the agent conversations from one channel at a time.

    Please fill the form here to participate Focus Mode EAP as one of the first customers to benefit from the new experience and share your feedback with us. Also, I would like to reach out to you to talk about the next steps of Focus Mode in the larger omni-channel perspective that would potentially fulfil most of listed items in the long term.


  • Thanks @...I've completed the form and look forward to getting this activated asap.




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