REQUIRED USER ROLE Administrator |
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 #
- Click the menu icon on the top left corner of the screen.
- Click Settings.
- Under the Agent Experience category, click Conversation Workflow.
- Find the Focus section and toggle the Focus button to activate it (toggle is green).
- Click Save.
The moon icon becomes available upon activating Focus.

Deactivate Focus #
- Click the menu icon on the top left corner of the screen.
- Click Settings.
- Under the Agent Experience category, click Conversation Workflow.
- Find the Focus section and toggle the Focus button to deactivate it (toggle is gray).
- Click Save.