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About unified agent status



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Oct 15, 2024


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22 comments

The definition of "away" in this article is different from what is shown in-product, and is pretty confusing. 

In the product it's defined as "Can't receive work, but work is added to the queue." That's very different from "Only Support tickets can be routed to the agent." I assume the version in the product is the correct one. Am I right about that?

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Romona

Zendesk Customer Care

Hi Zachary, 

The difference between the typical Away status before in Agent Workspace before Unified Agent Status, only applied to Live Messaging/Chat conversations. And while in Away status, agents could only work on tickets they were previously assigned and or Help Center/ Web Form and Email tickets. But were no longer routed Live Messaging/Chat conversation tickets. And instead they are added to a Live conversation queue for Online agents to work from.

The new Away status in Unified Agent Status applies to being Away in Messaging/Chat and Talk tickets. That leaves Email and Help Center/Web Form which can still be worked or routed because they do not require an immediate response. And those Live Messaging/Chat conversations will still be added to a queue for Online agents to work from. I hope that helps

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I also find it confusing and it would be better served by some renaming. Examples that need work, but the idea: Online to Online - All channels and Away to Online - Support/Email tickets. 

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The article says:

However, an agent's status is automatically set to offline or away when one of the following events is detected:

Which one is it? Offline? Away? They're 2 different statuses. There are 3 scenarios, so which status applies to which scenario?

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Hi,

 

would it be possible to set a manual reason?

Like: "AdHoc" selection, then Agent need type in doing step?

Thanks.

Tobias

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Jacquelyn Brewer

Zendesk Documentation Team

Shaun Luong Good point. There is an admin setting in the Routing configuration that enables them to choose whether the agent status is changed to offline or away. I've updated the article to clarify this.

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Ashley Caputo

Zendesk Luminary

Is there an update on the timeline for when this will be supported?

  • Explore dashboards will show per channel agent statuses but not unified custom statuses yet. This will be supported in later releases.

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Shawna James

Community Product Feedback Specialist

Hey Ashley, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Explore where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Ashley Caputo

Zendesk Luminary

Hi Shawna, It's not product feedback, I'm just curious about the timeline for one of the limitations described in this article. Thanks for taking a look!

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Hello,

I have a question about the new ‘reassignment of reopened tickets’ feature within omnichannel routing. I have created a custom agent status called ‘Annual leave’ for when our team are away on holiday and set it as the status for the new ‘reassignment of reopened tickets’ feature hoping it works the same way as the out of office app. See screenshot below. 

Our agents have been changing to this status at the end of their shifts before going on holiday, however the following morning the system has automatically changed the annual leave status to offline. Therefore, their reopened tickets are not reassigning to agents in the same group. 

Is there a way to stop the system automatically changing a custom status to offline? Or are there plans to prevent the system from automatically changing a custom status to offline after inactivity time? I’m not sure why we would be able to set a custom status to use this feature, but then Zendesk overrides it? 

Any help much appreciated.

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We have the same problem Daniel Codesal 

Do you hear anything?

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Hi Johannes Garske 

 

Barry Neary was able to help me with this and changed a setting for us. You need to be excluded from the disconnection service. We opted for this now and it's working great for us. 

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Thanks a lot Daniel Codesal 

 

Barry Neary Could you please also change this setting for us?
Thanks a lot!

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Barry Neary Please exclude my workspace and sandbox from the disconnecting service.

I raised a ticket with support but they are not resposive. This is really crucial for our team…

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Same for us. Agents experience random disconnection to offline mode after a while from any Agent Status. A ticket has been logged and Support does not seem to be aware of the Disconnection Service: Could someone in Product Management expand and possibly add us for testing?

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when one of the following events is detected, an agent is automatically set 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)

We're seeing agents dropping offline and are trying to understand why. Does Zendesk consider tabs in collapsed Groups in Chrome to be ‘closed’?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi D.Fitz 

It doesn't. As long as the tab is active in the browser, even if it was added in Chrome groups, it should still count as an active session. Try checking out if your team has idle timeout enabled.

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Thanks Dainne Kiara Lucena-Laxamana but we've found that Idle timeout doesn't work with our custom statuses. E.g. if agents are in meetings or on lunch, we don't want the Idle timeout to kick in. 

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I'm confused about the custom status option for email: 

If we set the email channel to “Away” while creating a custom agent status, isn't that the same thing as setting email to “Online”? If they're away for email, shouldn't they not get routed email tickets? If those options are the same, then why is the “Away” option there? Very confusing indeed.

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Is it possible to sort statuses? I created a custom online status, and it is at the bottom of the list, but I need it at the top.

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Hi Barry Neary
Can you please help us as well to remove the disconnection service? We raised a ticket to the customer service, but they don't manage to do it. 

This rule creates a lot of issues for us, as we can't control when emails get re assigned with this automatic offline status system. 

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Barry Neary  – Plus 1 to Cedric Varin ‘s request to remove the disconnection service.  If “Idle timeout” can be set to allow agents to be changed to Away so that they can receive Email tickets (AKA form-based or email-based requests, which aren’t chat, so naturally aren't expected by the end user/requester -or- the management team to have as immediate response like a chat), it does not make sense to automatically set these individuals to Offline if their computer falls asleep, or in the event of a network outage which might even be imperceptible to them if their connection recovers and they were perhaps reading the ticket itself!  They'd have to realize and then reset themselves to Online, which is cumbersome and takes them away from their ticket, or they may stop receiving work altogether.  This whole section reads very confusingly and counterintuitively if the Idle timeout has been specifically set to something other than Offline: 


We have been receiving numerous complaints and reports about this, and it's hindering people's desire to continue using the system.  If an admin, and the workflow management team determines that “idle timeout” should set to Away versus Offline, this should apply to all forms of timeout.  

CC: Kylie Diemer Danny Flynn 

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