We need the abilty to configure the inbox to show conversation only by online chat or only by voice call or by social media channel. Currently all conversations regardless of whether they are chat or voice or social media are shown in one "folder". Agents need to be able to focus on one particular channel subset during the day e.g. only deal with chat during heavy traffic on that channel even though they may be enabled for chat and voice channels. This ensure better response by agents pro-actively managing the inbound traffic.