Unified agent status is part of omnichannel routing and provides a way for agents to control availability for Support, Talk, 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.
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.
- In Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
- To view how a default status is set up, click the options menu icon (
), and then select View details.
- 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 outside of business hours if possible, or when fewer agents are online.
To edit a custom unified status
- In Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
- Find the custom status in the list, click the options menu icon
(
), and select Edit.
- 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.
- In Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
- Find the custom status in the list, click the options menu icon
(
), and select Delete.
- In the confirmation dialog, click Delete.
6 Comments
Hi - can you report on the times spent in each status? Thanks
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.
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.
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.
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?
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.
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