Question
I shut down my computer after my shift but I still got missed calls when I opened Zendesk the next day. Does shutting down the computer automatically set the Talk status to offline?
Answer
- If omnichannel routing isn't enabled and an agent shuts down their computer, their status in Talk won't automatically change to offline. They need to set their status manually.
- If omnichannel routing is enabled and an agent closes their browser, their status will change to offline after a few minutes.
Note: Omnichannel routing is the default routing experience for all new and trial customers of Zendesk Suite created on or after December 11.
For more information, see this article: Best practices for Zendesk Talk.
2 comments
Ronen Tamari
When using unified agent status, I see that when an agent shuts down their computer, they do automatically turn to be offline.
I made sure my “idle time” is set to be off.
Is there something I'm missing in my configuration in order to make sure my status is being kept and not bouncing back to “offline” automatically?
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Audrey Ann Cipriano
Hi Ronen Tamari apologies for the confusion here! In our documentation: About Unified Agent status, the following scenarios will set the agent status to offline:
- An agent closes the Agent Workspace without signing out (by shutting down their computer, closing their browser window, or putting their computer in sleep mode)
- An agent’s connection is lost due to a network outage
- An agent is idle for longer than the idle status threshold defined by admins
Hope this helps!
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