Setting your agent status with omnichannel routing

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10 Comments

  • Jyl Shute

    Is there a way for an admin to change an agent's status?   For example, if an agent forgets to change their status before they sign off and they are off the next day, we want to be able to change them to offline to prevent further tickets from routing to them.  

    3
  • Dave Dyson
    Zendesk Community Manager
    Hi Jyl, not currently, but agents will automatically be set to offline status if the agent closes the Agent Workspace without signing out (e.g., by closing down their computer or browser window or putting their computer to sleep), or the agent’s connection is lost due to a network outage.
    0
  • Jyl Shute

    Thank you Dave.  Is this on the path to be developed?  I would think that there would be others who would be interested in this feature.  

    2
  • Kat

    I agree with Jyl, having this as a feature so the admins can step in and manually change the agent's status would be a great advantage.

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Jyl and Katarzyna, 
     
    I'm not sure if this is on the roadmap -- for the best visibility to our product team, can one of you post to our Feedback - Ticketing System (Support) topic using this template?
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  • Jyl Shute

    I have submitted this feedback item.

    0
  • John

    I'm noticing that for tickets, Agent status is not always respected. For instance: 

    • Agents who have not signed in since enabling Routing in my Sandbox are being assigned tickets. Shouldn't they be OFFLINE? 
    • Even after I set myself as OFFLINE, I still receive tickets.

    I also notice that the configured Availability in the Zendesk Out of Office app is not respected, and users who should be OFFLINE (haven't signed in) and are set as Unavailable are still assigned tickets. The ZD Out of Office app does not prevent users from being assigned tickets by Routing. 

    I have been trying to communicate this to Zendesk Support for a week now, but they keep saying "Oh those agents are OFFLINE". 

    I know, that's the problem.
     

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  • Kat

    John do you have support available 24h/7? I've noticed that when my company's out of hours then agents aren't assigned any tickets regardless of the status they put themselves in.

    Also, at the point of turning the omnichannel routing on I had to ask all agents to re-log into Zendesk so they were in a correct status and so they don't get assigned tickets.

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  • John

    Hey @Kat we have it set up for 6am-6pm. I would hope being outside of business hours would stop the ticket assignment, so I guess that's good!

    Yeah, having all agents re-login makes sense. I'm just testing this out in my Sandbox for right now, but what I'm really concerned with is that it's not doing what it should be doing. Then to add that there's no way to manage for Agents who aren't able to just re-login (if they're on vacation, etc) or folks who are just out of office, that gets worrisome. 

    And then of course still getting tickets assigned to Offline agents. 

    1
  • Sachin Kotekar

    Admins should be able to see the custom agent statuses in the Talk Dashboard and change the status, if required. It would be great to have this ability as soon as possible. Please advise.

    1

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