Setting another agent to "not available" in Voice

Had an incident this morning where my team member noticed I was set to "available" in Zendesk voice, even though I'd shut my laptop and left it here overnight. He asked if there was a feature like in SnapEngage, where you can go into the admin panel and manually "pause" another agent. I didn't see it at first in Zendesk and was about to do a feature request before I realized there is a way (but you must be an Administrator):

  • Go to Manage > People
  • Locate the agent in question
  • Click "Assume"
  • Set them to "Not Available"
  • Click "Revert Identity"

And that's it!


  • 0

    Thanks for sharing this Juli.  We will make this easier for admins to accomplish in the future.

  • 0

    Hi, I'd like this as well - setting agents to available and unavailable.  Looking forward to an update!

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