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Add-on Zendesk for Contact Center

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Configure agent statuses to streamline status updates between systems. Although status changes in one system don't sync automatically with the other, you can set up and map agent statuses in both systems. This mapping allows you to manage your availability more effectively, ensuring that your status is consistent across platforms like Amazon Connect and the admin center.

Zendesk and Amazon Connect allow agents to change their status (from available to offline, for example), however, updates made in Zendesk do not automatically sync with Amazon Connect. Agents must manually update their status in both systems.

To streamline this process, you can configure agent statuses in Amazon Connect and configure agent statuses in Zendesk, then map Zendesk statuses to the corresponding Amazon Connect statuses.

To configure and map agent statuses
  1. In Amazon Connect, select Users > Agent status > Manage agent statuses.
  2. Set up agent statuses in Amazon Connect.

  3. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
  4. Set up agent statuses in Admin Center (see Creating custom unified agent statuses).

  5. Map the Zendesk agent statuses to the Amazon Connect agent statuses.

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