What is Agent Status?
We are excited to announce an early access program (EAP) for a new powerful way for agents to set a single status across multiple channels in Agent Workspace.
What is agent status?
When enabled, agents can set a single status across multiple Zendesk channels (Talk, Messaging, and Support). The status set by the agent determines when and what type of tickets from these channels can be routed to them.
There are four default agent statuses: online, away, transfer only, and offline. Additionally, admins can define custom agent statuses unique to their workflows. When an admin creates custom statuses, they define the way work should be routed for each available channel. For example, if an admin creates a new status called "In a meeting", they may not want the most time-sensitive channels of work routed to agents in this status. In that case, they could set Email (Support) to online, and Messaging and Talk to away. That would result in agents with the "In a meeting" status only receiving tickets generated from Support email.
-
Official comment
Hi, yes we do have plans as part of our next 9 months roadmap to launch Public APIs that will allow getting and updating unified agent statuses across Talk, Support, Messaging channels.
-
Hello,
Are there any plans to include an API endpoint to check for how many agents are in a given status?
This would help a lot as the ZenDesk Chat endpoint seems to have been depreciated when Messaging is enabled and used.. -
Hello Volkan,
Thanks for your answer. An API would help a lot in combination with the messanging Widget, in order to only display it when agents are online.
Another question: Does the status apply to routing in general, or only routing via triggers or the routing EAP.
E.g. could an agent that is in a meeting still manually get a Ticket assigned from an admin?
-
Hi Shayan Moussawi,
The routing references the routing EAP capabilities.
So yes, an agent can still be manually assigned tickets regardless of their status.
Please sign in to leave a comment.
4 Comments