Activating Focus Mode in Zendesk - Frequently asked questions
Frequently asked questions
What is focus mode in Zendesk Agent Workspace?
Focus mode in Zendesk Agent Workspace is a feature that allows agents to handle either voice or chat interactions, but not both simultaneously. This means if an agent is on a call, they won't receive chat requests until the call is completed, and…
How do I activate focus mode in Zendesk Agent Workspace?
To activate focus mode in Zendesk Agent Workspace, navigate to the Admin Center, click on Workspaces in the sidebar, and select Agent tools > Agent interface. In the Focus Mode section, select 'Enable focus mode for live channels' and save your…
Can focus mode be used with third-party voice integrations?
No, focus mode in Zendesk Agent Workspace only works with Zendesk Talk and Chat. It does not support third-party voice integrations or social channels. This means if you're using a custom integration for incoming calls, focus mode will not…
What happens if an agent is handling multiple chats in focus mode?
In focus mode, if an agent is handling multiple chats, they will not receive any calls until all their chats have ended. This ensures that agents can focus on completing their chat interactions without being interrupted by incoming…
Is focus mode available for Zendesk messaging channels?
Focus mode is not available for Zendesk messaging channels, including web and social messaging, unless you are using omnichannel routing. With omnichannel routing, focus mode can be used with Zendesk Talk, Chat, and messaging…
How does focus mode affect direct call and chat transfers?
Focus mode does not affect direct call and chat transfers between agents. Agents can transfer a call to another agent who is actively engaged in a chat, and similarly, they can transfer a chat to an agent who is on a call. This flexibility ensures…
What should I do if focus mode is not working as expected?
If focus mode is not working as expected, such as agents receiving calls while handling chats, it may be due to configuration issues or a need to clear cookies and cache. If problems persist, consider reaching out to Zendesk support for further…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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