Phase | Announced on | Rollout on |
Phase 1 | December 10, 2024 | December 10, 2024 |
Zendesk is excited to announce the release of a new bulk update API that allows admins to update their agent availability values, such as agents' unified status.
This announcement includes the following topics:
What is changing?
Helping agents manage their availability is an important aspect to keeping omnichannel routing working as expected. Until now, most changes admins have been able to make on behalf of agents have been limited to one agent at a time.
Beginning with this release, admins can now update the unified statuses of multiple agents at once using the following endpoint:
/api/v2/agent_availabilities/agent_statuses/agents/update_many
For more information, see Bulk Update the Unified Status of Many Agents.
Why is Zendesk making this change?
For bigger, Enterprise companies that have very large numbers of agents to manage, they need a scalable and efficient way to maintain hundreds or thousands of agents at once. This is particularly important for agent statuses in events such as spikes in ticket traffic, which require prompt changes to many agent statuses.
What do I need to do?
These bulk management APIs are being rolled out to all accounts. Admins can begin using the Bulk Update the Unified Status of Many Agents endpoint immediately.
Bulk management of agents' unified statuses is the first of three releases to provide more bulk actions, including managing capacity rules and skills for multiple agents at a time. Click Follow at the top of this announcement to be alerted of the other bulk action APIs coming soon.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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