Agent's statuses are changing to online when enabling omnichannel routing

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6 Comments

  • Thomas D'Hoe
    Community Moderator

    Hi,

    In your resolution step , the second bullet point > an admin can manually set all agent statuses to offline. How do you do that? Because for so far I know, this is not possible in Zendesk.


    Thomas

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  • Sabra
    Zendesk Customer Care

    Hey Thomas! Thanks for pointing that out! You are correct, it is not possible for admins to set the agent statuses to offline without the use of the API at this time. We are working on updating this article to reflect this. 

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  • Adam

    Hi Sabra

    Looking through the API documentation, it's very unclear how to make an API call to set all agents to Offline. We always use Postman in testing, and I'm pretty confused about how to achieve this.

    Can you provide an example of the API call needed to set all agent's statuses to Offline?

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  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Adam! I'll recommend a change in wording to these docs, as it implies that it's possible to set all of the agents' availabilities to offline in one API call. The reality is that you will need to do this individually for each agent or you could script this on your own to map your agents to an array and then iterate over that array to this API. Apologies for the confusion and let us know if you have any other questions!

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  • Mark Nino Valencia

    Im about to implement omnichannel routing with unified agent status. Does this still occur? 

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  • Mike DR
    Zendesk Customer Care
    Hi Mark! I did a test on this and it didn't change the agent's statuses to Online when I enabled the monichannel routing with unified agent status.
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