Activating agent focus mode in Contact Center

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">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.</p>
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<div class="body">
<p class="p">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.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_f4j_qhj_njc__ul_gkn_4jd_njc">
<li class="li"><a class="xref" href="#understand">Understanding focus mode</a></li>
<li class="li"><a class="xref" href="#set">Activating focus mode</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="understand">
<h2 class="title topictitle2" id="ariaid-title2">Understanding focus mode</h2>
<div class="body">
<p class="p">What happens when focus mode is on:</p>
<ul class="ul" id="understand__ul_ppp_qhj_njc">
<li class="li">
<p class="p">Agents can be online for voice, live chat, and messaging.</p>
</li>
<li class="li">
<p class="p">Zendesk assigns work from only one channel at a time.</p>
</li>
<li class="li">
<p class="p">Agents don’t receive work from other channels until they finish or
leave the channel by concluding the associated work items.</p>
</li>
</ul>
<p class="p">What happens when focus mode is off:</p>
<ul class="ul" id="understand__ul_qpp_qhj_njc">
<li class="li">
<p class="p">Agents can receive work from multiple channels.</p>
</li>
<li class="li">
<p class="p">Channel assignment is not limited to one channel at a time.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="set">
<h2 class="title topictitle2" id="ariaid-title3"><strong class="ph b">Activating focus mode</strong></h2>
<div class="body">
<p class="p">Admins can activate or deactivate focus mode for Contact Center agents.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> For consistency, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835750042-Activating-focus-mode-for-voice-and-chat-in-the-Zendesk-Agent-Workspace" target="_blank">set the Agent Workspace focus mode</a>
equal to this Contact Center focus mode.</div>
</div>
<p class="p"><strong class="ph b">To activate focus mode</strong></p>
<ol class="ol" id="set__ol_spp_qhj_njc">
<li class="li">
<p class="p">In the Zendesk product menu, select <strong class="ph b">Contact center</strong>.</p>
</li>
<li class="li">
<p class="p">Under <strong class="ph b">Routing</strong>, click <strong class="ph b">Focus mode</strong>.</p>
</li>
<li class="li">
<p class="p">Activate <strong class="ph b">Focus mode for Contact Center channels</strong>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
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