Question
How can I change the status of my agents?
Answer
An admin or a user with permission can change the status of their agents from the agent list in the Agent workload vs. capacity window of the live dashboards in Explore. This feature is available for accounts with omnichannel routing turned on.
For more information, see this article: Seeing live agent status and activities with Explore.
4 comments
ASHLEY SANYAL
Is this an option we can give to Team Leads to change the statuses of agents?
1
Leo Ostigaard
ASHLEY SANYAL Yes, if you give Team Leads “admin” status in Explore, they will be able to change agent status. Team members don't need to be an admin in Support in order to be an admin in Explore.
0
Gabriel Manlapig
Hi Ashley,
You can also refer into this article Changing agent status to learn more about this. As mentioned, users with permission can change the status of a single agent or multiple agents. To change agent status, you must be an Explore admin (all plans) or have a custom role with the Create reports and manage permissions setting (Enterprise plans only).
0
mfg
This is pretty far out of the way to manage your agents. is there any intention of replicating this functionality in the agent workspace so that a team lead wouldn't need to be given Admin permissions in Explore. Which is to say, the person that needs to log someone out shouldn't need the ability to manage all settings and permissions in Explore. This seems like a significant security issue.
If we need a team lead to log out users, and we grant them Admin role in Explore, is it possible for them to view, modify, and delete dashboards belonging to other people that they otherwise would not have access to?
0