What's this all about?
This Early Access Program introduces Focus Mode for live channels. When enabled, it will allow agents to be online on both Talk and Chat but will only serve one channel at a time. In other words, if an agent is on a call they will not be offered chats until the call (and wrap-up) has ended, or, if an agent is responding to a chat or multiple chats, then no calls will be offered to that agent until all their chats have ended.
Our goal is to increase efficiency for the agents serving multiple live channels at the same time by allowing them to focus on a single channel at a time without interruptions.
Please note, to start experiencing the Focus Mode and its benefits, the account level feature setting needs to be enabled by admin after involving the EAP.