Feature Request: Give Admins Ability to Change Agent Status
Reviving the closed thread about this as this is still not a feature and there's now no avenue to follow-up.
The last message from Zendesk on this was
"This is something in Explore that we have heard a lot about from our customers and our product managers have plans in H2 of 2022 to start working on our “Taking an Action” feature for our Live Dashboards.
We have plans to support many actions in the future and you will be happy to know the first Use case we plan to tackle this year will be to allow Supervisors or Admins to change Agent Status directly from an Explore Live Dashboard."
We're in H2 of 2022. When can we expect this feature? Will this be available to customers using Live Chat?
Much needed feature
Agreed that this is needed. If I have a team member who forgot to go offline in chat before leaving work, I have no way to change it on my end, and I have to contact them outside of their working hours to ask them to go offline.
Echoing sentiment from the closed thread as this is also a use-case for us: This feature is really, really important for us to have. Right now, if an agent accidentally leaves themselves online and leaves the room, we have no ability to turn off our chat, because if any agent is set to online, our chat is online. We need to be able to turn chat on and off during the day. We cannot set hours because our schedule changes daily, and agents shift from being online to invisible depending on the availability of other agents who are in and out of meetings.
Brett Bowser Could you please update on the status of this feature?
We are currently using a workaround with admins assuming agents' identities. Not ideal.
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