Feature Request: Give Admins Ability to Change Agent Status

Answered

38 Comments

  • Jason Harlowe

    This is something our staff could use as well. We love our agents to death but in the end, they are humans, and sometimes we need to be able to guide human behavior. ;)

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  • Melissa wonder

    It is very useful and easy for our team as well, I would love to see this feature added.

    Thanks...

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  • Amy Lee
    Zendesk Product Manager

    Hi everyone, we’ve heard your request and given it some thought, and have determined that there are some other things we need to take care of before it makes sense to work on this from the broader product strategy perspective. We’re working on getting several things unified first for omnichannel statuses. Once that work is completed, it will make more sense for us to look into enabling Admins to adjust statuses. In the meantime, the idle timeout workaround mentioned in Ramin’s comment remains the best workaround. We will not be able to reconsider this feature request until the unification work is done, so we’re going to close this thread for comments for the moment. You can still up-vote the idea, and we’ll reopen it when it’s something we can give more consideration to. Thank you for your feedback. If you have further questions, you can create a new post. 

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  • Harriet Klymchuk

    Hi Amy,

    Thanks for the update, it's good to get the context as to why this isn't being taken forward just yet and I appreciate you taking the time to acknowledge the feedback on here :)

    Just a note though for your consideration: "Once that work is completed, it will make more sense for us to look into enabling Admins to adjust statuses." - it's really important for us that this is a permission level that can be given to other roles.  We're a 24/7 operation, but we don't have Admins 24/7, and it's not appropriate for us to give the 20+ duty managers Admin access for a single feature.

    Hope that makes sense.  We'll look forward to when you can review this one and I'd be happy to feedback or be a part of any EAP for the access if available in the future :)

    Thanks!

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  • Frédéric

    @... thanks for the update

    Can you help us and explain then how to make sure all agents are Online on the chat?

    Or how can agent be automatically Online when the schedule start?

    Thanks

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  • Frédéric

    Can anyone recommend how to make sure agent are online on the chat?

    Thanks

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Frédéric

    Enabling operating hours is one good example to remind your agents to be online between specific hours. All agents will see a warning asking them to go online once they sign in.

     

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  • Frédéric

    @... of course the schedule is a good reminder to agent, but they can just ignore it and stay offline.

    It would be best if they would be set to online automatically when the schedule start, isn't?

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