Announced on | Rollout on |
February 6, 2024 | February 6, 2024 |
The Explore product team is delighted to announce a new feature to enhance agent management in Explore: Changing agent state.
This announcement answers the following questions:
What’s changing and why?
We've recognized the need for more efficient agent management, especially in scenarios where agents may forget to update their status after completing their shift. To address this, we've introduced the change agent state feature.
With this new feature, you can change the status of a single agent or multiple agents directly from the agent list in the Agent workload vs. capacity window. This allows for better management and more accurate representation of agent availability.
How will this affect me?
The change agent state feature is available only for users with admin permissions. Other types of users will not be able to change agent state in the current version. However, this functionality is coming in the next version.
Additionally, this feature is available only for accounts that:
- Are eligible for live data (typically Enterprise accounts).
- Have omnichannel routing turned on.
What do I need to do?
No action is required from you. This update is automatically rolling out to all eligible Explore accounts (see above).
For more information on how to use this new feature, see Changing agent status.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.