Announcing the agent connectivity feature for the Agent Statuses EAP

Announced on	Rollout starts	Rollout ends
June 16, 2022	June 28, 2022	June 28, 2022

Note: The agent statuses feature is currently in an Early Access Program (EAP). You can sign up for the EAP here.

Who is affected?

The agent connectivity feature is only enabled for customers who are participating in the Agent Statuses EAP. See Announcing the Zendesk Agent Statuses EAP and Configuring agent statuses (EAP).

What’s changing?

Previous behavior

Previously if an agent in Agent Workspace set their status to online and then closed their browser without changing their status to offline or without signing out, or if the agent was unexpectedly disconnected due to a network outage, the agent’s status remained online until their session timed out. It took 15 minutes for an inactive session to timeout (though the duration could vary). During this time, the agent appeared to be online and may have continued to be assigned conversations until the session timed out.

Over time, this could have resulted in inaccurate or skewed analytics in Explore. It could also have negatively affected CSAT or NPS scores because end users might have been waiting for a while before an agent reached out to them.

New behavior

If you’re participating in the Agent Statuses EAP, the agent connectivity feature changes the status of an agent to offline when it detects the following events:

• An agent closes the Agent Workspace without signing out
• An agent’s connection is disconnected

Why is Zendesk doing this?

The agent connectivity feature helps to more accurately reflect the actual status of agents and prevents conversations from being assigned to agents who are no longer available.