Plan requirement
| Subscription | Any plan |
| Access | Admin |
Focus mode stops calls and chats arriving while an agent is mid-conversation on another channel. On a call that includes the wrap-up afterwards.
The problem it solves
An agent available for phone, chat and messaging at once can be interrupted mid-call by a chat, or handed a call while typing a reply. Both parties get a worse conversation and the agent gets a worse day.
With focus mode on, an agent engaged on one live channel is not offered work on another. On a call that includes the wrap-up: no chat arrives until the call has ended and its wrap-up time is over.
Turn it on
- Open Admin Center, then Workspaces, then Agent tools > Agent interface.
- In the Focus Mode section, tick Enable focus mode for live channels.
- Save.
What "live channels" means depends on your routing. On its own, focus mode covers voice and chat. With omnichannel routing it also covers messaging, web and social included, and the setting then lives in the omnichannel routing configuration rather than here. It is not merely moved: with omnichannel routing on, the option in the Agent Workspace is hidden, so somebody following these steps and finding nothing has their answer.
One case sits outside it either way: a direct transfer from one agent to another is not held back by focus mode.
It applies to live channels. Email and other asynchronous work continue as normal, because those do not interrupt.
What it does to your queue
Fewer agents available at any moment, and therefore longer waits at busy times. That is the trade, and it is a real one.
What you get back is conversations that finish properly and agents who are not switching context every ninety seconds. For most teams handling anything more complicated than order status, that is worth the wait times.
It is not the same as capacity rules
Capacity rules limit how many conversations an agent holds at once. Focus mode is about mixing live channels. Teams doing serious omnichannel work usually want both, set deliberately rather than one standing in for the other.
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