Focus mode for active Messaging and Talk usersPlanned
Feature Request Summary:
A focus mode to apply to Messaging and Talk, for the purpose of allowing agents who work with both (Messaging live conversations via AB routing) to be routed either option when they're already addressing one of these things (a call or a active messaging ticket).
Agent has Talk and Messaging active, but is unable to keep up with having a live Talk call, whilst also addressing a picked up live Messaging conversation. When either Talk or Messaging is actively being used by the agent, it would be great to have a focus system which doesn't push the other option through for the agent to answer so they can stay focused.
Business impact of limitation or missing feature:
When Talk calls and live Messaging is routed, many agents struggle to answer both whilst maintaining a good level of service to each customer concerned.
Focus mode already does this.
However, I have found that it can sometimes think an agent is still in a Messaging conversation after finishing the chat. Does anyone know how that can be fixed?
Thanks for responding Shaun.
The focus mode capability is applicable for live chat and calls. We do plan to extend it to messaging conversations. It is part of our this year's roadmap.
Thanks Prakruit, can you provide a rough estimate of when we can expect to see a focus mode that works with calls and live messaging tickets?
Looking forward to this with messaging and talk. that would be super helpful for us. Thank you for putting it on the roadmap.
Prakruti Hindia We had been under the impression that omnichannel routing would restore the functionality of focus mode but this doesn't appear to be the case.
I'd like an update on this please - we were forced to move to messaging and lost functionality of focus mode as a result. We dealt with it for a few months with the understanding the Omnichannel would address this. But now Omnichannel is live and it hasn't been addressed. This seems to be a major over-sight. Please advise of when we can expect this functionality to return.
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