What is Agent Status?

4 Comments

  • Official comment
    Volkan Akdugan
    Zendesk Product Manager

    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.

  • Shayan Moussawi

    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.. 

    0
  • Shayan Moussawi

    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?

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  • Jordan Lester
    Zendesk Product Manager

    Hi Shayan Moussawi

    The routing references the routing EAP capabilities.

    So yes, an agent can still be manually assigned tickets regardless of their status.

    0

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