Plan requirement
| Subscription | Any plan |
| Access | Admin |
Focus mode stops calls and chats arriving while an agent is mid-conversation on another channel.
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.
Turn it on
- Open Admin Center, then Workspaces, then Agent interface.
- Activate focus mode for voice and chat.
- Save.
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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