Configuring agent statuses (beta)

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9 Comments

  • Deniz Suat Oskaner

    Could we report times in creating status? For example I need to know which agent how mant time spent in these status?

    2
  • Holly

    Any updates to when this will be released to general ZD users? 

    1
  • Sandbox Daniel

    Also interested in the ability to export report on time in the various status.

    1
  • Brett Bowser
    Zendesk Community Manager
    Hey Daniel,

    I can confirm that this is something our Explore team is looking into so stay tuned! I'd recommend following our Announcements page if you haven't done so already for any updates we have to share including new releases :) Zendesk Announcements 
    0
  • Felipe de Castro Jordão•

    Are there any plans for the chat feature to be included in this beta test?

    0
  • Dane
    Zendesk Engineering
    Hi Felipe,
     
    We are already transitioning to Messaging and we don't have any news yet if this will be available on the Classic Chat for this was primarily designed with Messaging and other main channels.
    -1
  • Zac Garcia
    Zendesk Product Manager

    Alon apologies for the delay on replying to your question - could you describe the business rules you're concerned about creating a conflict for? Really, there is no risk of conflict, since the admin is creating a status like:

    Status: Messaging Only (Support: OfflineMessaging: Online, Talk: Offline).

    There's no risk of an agent going into a status that results in conflicting availabilities. If all channels are set to Online for a particular status (as with the forthcoming 'Online' status available in the EAP), it just means the agent will be able to receive inbound work from all three channels. I hope this helps but am happy to elaborate further!

    0
  • Lauren Benkov

    What exactly does "work is added to the queue" mean for the away status? If we're making a custom status called "meeting" and someone could theoretically be in it for 1 hr or more, would that be correct or should we use offline? I wouldn't want work queueing for an agent for a long time and not get assigned to someone else. Thanks!

    0
  • Mau
    Hi Lauren,
     
    Remember, when you create a custom agent status, you will have the ability to choose to define an agent's availability in Support and Messaging (online, away, transfer only, offline).
     
    If you create a new status called “In meeting”, you probably don't want the most time-sensitive channels of work routed to agents with this status. In that case, you could set Email (Support) to online, and Messaging to away. That would result in agents with the “In meeting” status only receiving tickets generated from Support email.

    You can also find this here.
    0

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