Hi Rohan Gupta,

Thank you for the response. We disabled omnichannel routing as it was causing a workload imbalance and was not functional for our team. The great benefit of focus mode is that small teams can have members online for all channels at the same time and agents only receive a call on one channel at a time. This provides for maximum flexibility in scheduling and adaptation to changes in customer contact channels. For this reason it's not practical to have to have agents change their status from one channel online to another - it defeats the whole purpose of having them online for all channels if they have to manually manage their status at any given time.

I will look forward to the addition of focus mode. We likely will not implement omnichannel again unless the offline message routing is changed to be handled like an email ticket as well because having the first online agent of the day get all the overnight messaging tickets dropped on them is not practical or sustainable. (It dis-incentivizes agents from being the first to login in the morning.)

I hope that future beta processes use a larger variety of use-cases to identify significant deal-breaker issues prior to an update being released.