option for talk agents to set status

+1 On this request! We also would love the ability to create custom statuses for reporting purposes. Please let us know if there has been any update since last update was over a year ago.

Hi all,

We recently launched an early access program for the feature Volkan mentioned that unifies on agent statuses across Zendesk Channels. The new agent status feature also provides the ability for admins to create custom statuses for their agents, like statuses for in a meeting, break, training, etc. You can find more information about the EAP here: https://support.zendesk.com/hc/en-us/articles/4504795624346-Announcing-the-Zendesk-agent-statuses-EAP

+1 on this request! 

I agree with Daniel, ideally, the chat and phone options would be consolidated into one, with the option to add custom statuses for why someone is offline and the ability to run a report on someone's status history.

If anyone has a suggestion for an external app that can do majority of the above I would really appreciate it.

+1 on this feature request.

I see that the last official response to this was from 5 months ago - has there been any updates to this? Our group would love to see having the ability to set a custom statuses both for operational as well as reporting purposes.

Hi,

I have good news. We are currently working on unification of agent statuses across Zendesk Channels with ability to create admin defined custom statuses. With this, agents will be able to set their statuses for all channels in a single place in Agent Workspace and admin defined custom statuses will allow for more granular monitoring and reporting. We have also plans to develop Historical Agent Status Dashboards in Explore in our 9 months roadmap that will allow team leads to understand the duration of time that agents have spent in each status during a period of time. Hope that helps.

Thanks,
Volkan

We use Talk and Monet for WFM.

But Talk has very limited statuses for agents.  And no reporting for time tracking.

We need a solution for tracking agents' time.  Because we're not finding it, we are seriously investigating switching away from Talk and using RingCentral, which has this time tracking capability.  

Suggestions please?

Hi there everyone :)

Rohan, thanks so much for suggesting Tymeshift here.

With Tymeshift you have the ability to have in-depth tracking of Zendesk Talk status, as well as the ability to create custom statuses for your agents to use.

This not only gives you the flexibility to segment your agent's time further, but also gives teams the ability to measure and report on the time spent in each of the statuses your agent is working in. 

The Tymeshift team is always happy to help with any questions that come up, and you can book a call to chat more about this here: 
https://www.tymeshift.com/schedule/

Best,

Lilith

Hi Hege,

Thanks for the feedback!

Implementing custom states for Talk is something we are considering and is on our roadmap awaiting prioritisation, can't commit on any timeline yet, in the meantime you can use work force management integration such as Tymeshift app. 

Aux statuses on Tymeshift -. https://www.tymeshift.com/features/ 

On the feedback for the wrap-up time extension, this is not something we are considering at this time.

Thanks

Rohan

I am a bit confused as to why this is tagged as "Answered", when this isn't really something that is available in Zendesk Talk.

I would love to see more flexibility with the agent statuses, such as

- Being able to create more/custom statuses
- A more flexible wrap-up - for example a button extending the wrap-up time in 30sec intervals, instead of either fixed time or an unlimited where agents have to remember to change back manually (including a better indication of when an agent is in wrap-up)