Configure Focus Settings

Activate Focus to allow Agents to enter Focus mode and pause the Routing Engine from sending new Customers without needing to go unavailable on any Channel.

Before you start

Before you activate Focus, we recommend that you first review the following:

• Understand how Agents use Focus and how to train them to use it properly.

• Learn how Focus may impact Agent performance in reports.

• Give your team a general sense of how much time they can spend in Focus mode. This will depend on your operational practices.

• If you’re using Active Status, Agents can use Focus and select an Active Status without going unavailable on any Channel.

Activate Focus

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Agent Experience category, click Conversation Workflow.

4. Find the Focus section and toggle the Focus button to activate it (toggle is green).

5. Click Save.

The moon icon becomes available upon activating Focus.

Deactivate Focus

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Agent Experience category, click Conversation Workflow.

4. Find the Focus section and toggle the Focus button to deactivate it (toggle is gray).

5. Click Save.