Volkan Akdugan

1. Community
2. Zendesk EAP - Focus Mode
3. What is the Focus Mode EAP?

Hi Rowan CaskeyYes, 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. W...

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• Volkan Akdugan
• Created April 12, 2021 15:05
• 0 votes

1. Community
2. Feedback on Support
3. Interaction/Agent Capacity Settings

Hi Jay Daniels 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...

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• Volkan Akdugan
• Created April 01, 2021 14:09
• 0 votes

1. Community
2. Zendesk EAP - Focus Mode
3. What is the Focus Mode EAP?

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 ...

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• Volkan Akdugan
• Edited February 16, 2021 16:06
• 0 votes

1. Community
2. Zendesk EAP - Focus Mode
3. What is the Focus Mode EAP?

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

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• Volkan Akdugan
• Created November 30, 2020 15:32
• 0 votes

1. Zendesk Suite
2. Getting started with the Zendesk Agent Workspace
3. Enabling and disabling the Zendesk Agent Workspace

Hi CatherineNot at the moment. Focus Mode is scoped to work with only with Zendesk live channels initially. We will consider adding Talk Partner Edition or any additional channels later based on th...

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• Volkan Akdugan
• Created October 28, 2020 19:28
• 0 votes

1. Community
2. Feedback on Chat
3. Set Talk status automatically as Away/Not Available when agent is online on Chat

Hi Jason,Good news ! Focus Mode Early Access Program has been launched since 30th September. If you are interested to participate please fill the sign-up form and for more information you can revie...

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• Volkan Akdugan
• Created October 20, 2020 17:45
• 0 votes

1. Community
2. Zendesk EAP - Focus Mode
3. What is the Focus Mode EAP?

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 fol...

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• Volkan Akdugan
• Created October 19, 2020 19:06
• 0 votes

1. Community
2. Zendesk EAP - Focus Mode
3. What is the Focus Mode EAP?

Hi @Nick WurmI 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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• Volkan Akdugan
• Edited October 09, 2020 21:30
• 0 votes

1. Community
2. Zendesk EAP - Focus Mode
3. What is the Focus Mode EAP?

Hi @Nick WurmWe 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 Zend...

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• Volkan Akdugan
• Edited October 09, 2020 15:15
• 0 votes

1. Community
2. Zendesk EAP - Focus Mode
3. What is the Focus Mode EAP?

Hi Terry KnoxFocus 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

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• Volkan Akdugan
• Created October 09, 2020 15:10
• 1 vote