Issue symptoms
After I turned on omnichannel routing with unified agent status, all agent's statuses are changed to online in the live dashboard.
Resolution steps
When omnichannel routing is activated on existing accounts created before December 11, 2024, agents' statuses can appear inconsistent with their actual online status. To resolve this, all agent statuses should be set to offline initially. See the options below for changing agent statuses.
Changing agent status to offline
- You can ask that all agents manually set their status to offline. For more information, see the article: Setting your unified agent status.
- An admin on your account can use the Agent Availability API to set all agent statuses to offline.
- An admin or a user with permission can change the status of the agents from the agent list in the Agent workload vs. capacity window.
Tip: If you're using omnichannel routing, check out the Zendesk omnichannel: Agent state dashboard to understand how your agents are spending their time. If you created custom omnichannel queues, you can also create a dashboard and show live data on how work is being routed.
For more information, check these articles:
6 comments
Thomas D'Hoe
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
0
Sabra
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
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
0