In a multiplicity scenario, an agent can work simultaneously with multiple contacts. For example, an agent can talk over a call with a contact, reply on chat to another contact, and simultaneously draft an email to a contact. Avaya Analytics™ identifies which contact an agent is focused on at any time. The terms In Focus and Out of Focus statuses represents this distinction.

Avaya Analytics™ reports also supports tracking the actual time that the agent spent focusing on each interaction.