Managing unified agent statuses

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6 Comments

  • Dave Symonds

    Hi - can you report on the times spent in each status? Thanks

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Dave,

    Unfortunately, it is currently not possible, but our developers are planning to do so and have historical reporting on their roadmap.

    We can not say yet when this feature will be released.

     
    0
  • Philipp Schumacher

    Hi,

    is it possible that an agent will set to online, once the agent logged into ZenDesk?
    Our agents just forget to set their status.

    0
  • Anne Ronalter
    Zendesk Customer Care
    Hello Philipp,

    Thank you for your Feedback on that.
    At the moment, only the signed-in agent can change their status to Online.

    A workaround may be enabling the Chat operating hours since this will remind agents to go Online, and they will receive a popup message.
     
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  • Davit Gelashvili

    Is it possible to have a report where we can see the time spent on each status?
    And to see when the statuses were changed?

    0
  • Anne Ronalter
    Zendesk Customer Care
    Hello Davit,

    Unfortunately, this is currently not possible.

    But I have found the following Community post and can see that a function like this is planned:
    New Metric - Agent's Status Activity 

    I would therefore recommend that you comment/vote for the post shared above.

     
    0

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