Activating agent focus mode in Contact Center

Focus mode allows agents to be online for voice, live chat, and messaging but only serves the agent work from one channel at a time. This article describes how admins activate and deactivate focus mode for Contact Center agents. Focus mode enables admins to set conditional routing based on agent activity by channel.

Summary: ◀▼
Focus mode lets you handle voice, chat, and messaging work one channel at a time, preventing multitasking across channels. When enabled, you receive tasks from only one channel until completed. Admins can activate or deactivate this mode to control how work is routed based on your activity, helping manage workload and focus on one customer interaction at a time.


Focus mode allows agents to be online for voice, live chat, and messaging but
only serves the agent work from one channel at a time. This article describes how admins
activate and deactivate focus mode for Contact Center agents. Focus mode enables admins
to set conditional routing based on agent activity by channel.
This article contains the following topics:

Understanding focus mode
Activating focus mode



Understanding focus mode

What happens when focus mode is on:


Agents can be online for voice, live chat, and messaging.


Zendesk assigns work from only one channel at a time.


Agents don’t receive work from other channels until they finish or
leave the channel by concluding the associated work items.


What happens when focus mode is off:


Agents can receive work from multiple channels.


Channel assignment is not limited to one channel at a time.





Activating focus mode

Admins can activate or deactivate focus mode for Contact Center agents.


Note: For consistency, set the Agent Workspace focus mode
equal to this Contact Center focus mode.

To activate focus mode


In the Zendesk product menu, select Contact center.


Under Routing, click Focus mode.


Activate Focus mode for Contact Center channels.

Click Save.



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