Focus Mode in Zendesk Omnichannel Routing
What is focus mode in Zendesk's omnichannel routing?
Focus mode in Zendesk's omnichannel routing allows agents to concentrate on a single live channel at a time, minimizing interruptions from other channels. This feature ensures that while an agent is engaged in active messaging conversations, they won't be routed calls, and vice versa. This helps improve service quality and reduces agent overload and burnout.
Previously, omnichannel routing was based solely on agent status and channel capacity, which could lead to disruptions as agents were assigned tasks from multiple live channels. Focus mode addresses this by allowing agents to maintain their attention on one type of interaction at a time, enhancing both agent performance and customer satisfaction.
More related questions
Why did Zendesk introduce focus mode for omnichannel routing?
Zendesk introduced focus mode to help agents provide high-quality customer service by protecting their focus and reducing disruptions. This change is particularly beneficial in environments where agents handle tickets from multiple channels, as it…
How can I enable focus mode in Zendesk?
To enable focus mode in Zendesk, you need to edit your omnichannel routing configuration. This feature is being rolled out to all accounts, so you can easily turn it on to start benefiting from improved agent focus and service quality. If you have…
What are the benefits of using focus mode in Zendesk?
Using focus mode in Zendesk offers several benefits, including improved service quality and reduced agent overload. By allowing agents to focus on a single live channel at a time, it minimizes interruptions and helps maintain a productive work…
What should I do if I have feedback about Zendesk's focus mode?
If you have feedback or questions about Zendesk's focus mode, you can visit the community forum where Zendesk collects and manages customer product feedback. This is a great place to share your thoughts and engage with other users who might have…
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