Unified agent statusis part ofomnichannel routingand provides a way for agents to control availability for email, voice, and messaging from a single menu. The default agent statuses are view-only, butcustom unified agent statusescan be edited or deleted. Admins can alsoenable and configure an idle timeoutrule to automatically set idle agents toawayoroffline.

What's my plan?
All Suites Team, Growth, Professional, Enterprise, or Enterprise Plus
Support Team, Professional, or Enterprise

Verified AI summary ◀▼

Manage unified agent statuses to control availability across email, voice, and messaging. You can view default statuses and edit or delete custom ones. Custom statuses let you tailor availability settings, while idle timeout rules can automatically set agents to away or offline. Use APIs to manage agent and group availability for more control over your team's status management.

Location: Admin Center > Objects and rules > Omnichannel routing > Agent statuses

Unified agent status is part of omnichannel routing and provides a way for agents to control availability for email, voice, and messaging from a single menu. The default agent statuses are view-only, but custom unified agent statuses can be edited or deleted. Admins can also enable and configure an idle timeout rule to automatically set idle agents to away or offline.

This article contains the following topics:
  • Viewing unified agent statuses
  • Editing a custom unified agent status
  • Deleting a custom unified agent status
  • Hiding unified agent statuses
  • Reordering agent statuses

If necessary, admins can use the Unified Agent Status API to view and set an agent's unified status or the Group Availability API to view availability and capacity data at the group level.

Viewing unified agent statuses

When you enable omnichannel routing, native unified agent statuses automatically become available for agents to use across channels. They cannot be edited, but you may review their configuration. If you add custom unified agent statuses (Professional and Enterprise plans), they are also available for all agents to use.

To review unified agent statuses
  1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
  2. To view how a default status is set up, click the options menu icon (), and then select View details.
  3. Review the configuration and click Close to return to the list.

Editing a custom unified agent status

Native unified agent statuses can't be edited. If you created custom unified statuses, you can modify them at any time. However, editing a custom unified status won't change the status of any agent using that status at the time. The updated status name and definition won't be applied to that agent until the next time they set that status. For this reason, consider deploying updates outside of business hours if possible, or when fewer agents are online.

To edit a custom unified status

  1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
  2. Find the custom status in the list, click the options menu icon (), and select Edit.
  3. Make your changes and then click Save.

    You might need to refresh the Agent Workspace to see your changes.

Deleting a custom unified agent status

When a custom unified status is deleted, any agents using the status at the time are notified, set to offline, and encouraged to set a new status.
Note: If you've configured idle timeouts or disconnection statuses for the custom unified agent status you're deleting, the following changes occur for agents upon the deletion of their current status:
  • If the agent goes idle, they will remain in the current status. This is true regardless of whether a different idle status was configured for the deleted custom status.
  • If the agent experiences a disconnection event, their status is set to Offline.
To delete a custom unified status
  1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
  2. Find the custom status in the list, click the options menu icon (), and select Delete.
  3. In the confirmation dialog, click Delete.

Hiding unified agent statuses

Depending on your workflows and how they evolve over time, you may not need all of the standard agent statuses and may phase custom statuses in and out as needed. Unnecessary agent statuses can be hidden from the agent status list in the Agent Workspace so that they aren't available for agents to select.

When hiding agent statuses, consider the following:
  • All custom agent statuses can be hidden.
  • Some standard agent statuses can also be hidden. Specifically, Away and Transfer only can be hidden, but Online and Offline are always available to agents.
  • When a status is hidden, it's removed from the agent status list in the Agent Workspace. However, any agent actively using the status remains in that status until they change it or a timeout or disconnection occurs.
  • Hiding a status removes it from the agent status list in the Agent Workspace, but not from the configuration options for idle timeout, disconnection, and auto-reassignment rules.
  • Hiding a status that is used by an auto-reassignment rule can prevent auto-reassignment.
To hide unified agent statuses from the status list
  1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
  2. Find the status in the list, click the options menu icon (), and select Hide from agents.
  3. In the confirmation dialog, click Hide status.
To hide a unified agent status while editing the status
  1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
  2. Find the status in the list, click the options menu icon (), and select Edit.
  3. Under Agent visibility, deselect Show in agent status list.
  4. Click Save.

Reordering agent statuses

To ensure agents are able to efficiently select their most-used statuses, admins can configure the order in which they appear in the agent status list in the Agent Workspace. The order of statuses is configured on the Agent statuses page in Admin Center and reflected in the Agent Workspace.

To reorder agent statuses
  1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
  2. Use the grabber icon () to drag and drop the statuses into your preferred order.
  3. Click Save.
Powered by Zendesk