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Focus Mode & Agent Capacities

Focus Mode

To address the challenge of agents being simultaneously assigned both calls and chats, causing potential impacts on performance and user wait times, the proposed solution is to implement a system where an agent handling a call will not be assigned a chat, and vice versa. This ensures a focused and streamlined workflow for agents, minimizing disruptions and optimizing the overall user experience.

Focus mode allows agents to be online for both voice and chat conversations but only serves one channel at a time.

  • If an agent is on a call, he/she will not be offered chats until the call and call wrap-up has ended.
  • If an agent is responding to a chat or handling multiple chats (up to the maximum chat limit), then no calls are offered to the agent until all their chats have ended.

Focus mode is configurable on the portal. By default, the Focus mode is off, meaning the agents can get calls and chats at the same time.

Enabling Focus Mode​

Admins can configure Focus mode for the whole organization and for each member.

For Whole Organization​

  • Go to Phone system & view System
  • Select Omnichannel
  • Choose General
  • Enable Focus mode

### For Each Member

  • Go to Phone system & view Everyone
  • Select the member
  • Select Agent Configuration
  • Select Follow organization setting or Follow custom setting
  • Click on Save

Note:​

The custom setting will override the organization setting.

  Agent Capacities

The capacity is part of the routing rule to assign tickets to an agent. This logic applies to both auto-assignment and manual assignment, ensuring balanced workloads for agents regardless of the assignment mode.

ChannelUnitBy DefaultLimit of Configuration
CallConcurrent Call1Option is 1
Live ChatConversation3Select the number of messaging tickets that can be assigned to an agent at one time. (From 1 to 20)
Support CenterConversation5Select the number of open support tickets that can be assigned to an agent at one time. Tickets that are pending or on hold are not counted towards capacity. (From 1 to 20)

Agents will be assigned transactions precisely according to the capacities defined for them. A warning message will be displayed if an admin or agent attempts to assign more transactions than the defined capacities.

Enabling Agent Capacities​

Admins can configure Agent Capacities for the whole organization and for each member.

For Whole Organization​

  • Go to Phone system & view System
  • Select Omnichannel
  • Choose General
  • Click Edit
  • Input the Agent Capacities

### For Each Member

  • Go to Phone system & view Everyone
  • Select the Member
  • Select Agent Configuration
  • Select Follow organization setting or Follow custom setting
  • Input agent capacities if your selection is Follow custom setting
  • Click Save

Note:​

The custom setting will override the organization setting.