Focus Mode & Agent Capacities
- OSS/BSS Answers
- App Model - Organization Management
- App Model - Communication Apps Answers
- License Model - Organization Management
-
License Model - CPaaS Solution Answers
Phone System - Admin Guide Phone System - End-user Guide Mobile App Desktop App Web Phone Auto Attendant - Admin Guide Developer Hub - Admin Guide Microsoft Teams Operator Connect - Admin Guide Microsoft Teams Direct Routing - Admin Guide Contact Center - Supervisor Guide Contact Center - Agent Guide Omni-Channel SIP Trunk CPaaS - SIP Trunk CPaaS Fax Contact Dashboard Campaign File Explorer
- Integrations Answers
- Updated Regulations
- Ideas Portal
Table of Contents
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 Inbox management
- 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 a part of the auto-routing rule to route the tickets to an agent. The capability is overridden manual assignment.
Channel | Unit | By Default | Limit of Configuration |
---|---|---|---|
Call | Concurrent Call | 1 | Option is 1 |
Live Chat | Conversation | 3 | Select the number of messaging tickets that can be assigned to an agent at one time. (From 1 to 20) |
Support Center | Conversation | 5 | Select 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) |
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 Inbox management
- Choose General
- 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 the agent capacities if your selection is Follow custom setting
- Click on Save.
Note:
The custom setting will override the organization setting.