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About the Agent status page



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Colleen Hall

Zendesk Documentation Team

Edited Feb 12, 2025


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Hi, I see here that you can also monitor unified custom statuses on this page now too. Do agents still have to both change their status in the Tymeshift AND in Zendesk natively if you're using OCR or does this mean it is better integrated now? This was the biggest pain point when we trialed Tymeshift last year.

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Neil

Zendesk Customer Care

Hi Lauren,
 
No documentation regarding how the integration is setup is available yet but initial testing shows that the agent status in Support reflects in Tymeshift automatically.
 
This applies to both default and custom agent statuses.

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Hi Neil,

Thank you so much. So management of all the custom statuses would happen from Zendesk and not from Tymeshift? 

Looking forward to seeing more documentation on this in the coming weeks/ months.

Lauren

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Neil

Zendesk Customer Care

Hi Lauren,
 
That is correct, management of the custom statuses will be handled from within the Admin page.
 
 

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Is there a plan to sync WFM status with the Zendesk Status? At the moment, it is a pain that agents will have to change status twice (WFM and Zendesk status) just so we can have the omni channel routing work. And We have to chase the agents who forgot to go online in Zendesk so they can be routed with tickets. 

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+1 to Judith Ilagan question! This was originally talked about getting released as a big announcement at Relate, then it got pushed again and no real updates on timeline. Understand things get pushed but this is a pretty big pain point and keeps us from fully utilizing WFM as we don't want to have agents change status twice like mentioned above.

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