Why Zendesk Introduced Focus Mode
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 helps maintain a healthy and productive work environment.
By allowing agents to concentrate on one live channel at a time, focus mode reduces the risk of agent overload and burnout, ultimately leading to better service quality and a more efficient workflow. This change reflects Zendesk's commitment to supporting both agents and admins in delivering exceptional customer experiences.
More related questions
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…
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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