Give Admins the ability to change Agent Status in Omnichannel
Feature Request Summary:
We would Admins to have the ability to change Agent Status if the agents forget to go offline when not available, in Omnichannel
Description/Use Cases:
If an agent forgets to change their status and they are out of the office, Omnichannel will still route tickets to them. We can reassign these tickets, but they will be routed more based on the rule as long as they are online. We would like to have the ability as admins to change their status if necessary.
Business impact of limitation or missing feature:
Agents could be assigned tickets when they are not monitoring their required attention queue. This could result in a delay in response to our customers. In addition, it takes extra time for the admin to monitor the queue and reassign tickets that are assigned in error.
Other necessary information or resources:
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This would be really helpful
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Agreed!
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The lack of any sort of admin functionality for agent statuses makes Omnichannel something we're not currently able to implement.
It seems the system automatically sets an Agent as Online even if they haven't accessed Zendesk since Routing is enabled, so tickets will be routed to an Agent who isn't there.
And there's no way for an admin to change the status. -
Also found that the status and routing do not respect settings from the Out of Office app (created by Zendesk). So, even if an Agent is set as Unavailable via the app (so that no new tickets can be assigned to them), Routing still assigns tickets to them.
It'd be great if the two functionalities worked together.
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This would be extremely helpful! +1 for the Out of Office app settings to be respected by this enhancement as well!
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I think this is an essential requirement for this feature; management, or even other agents, should be able to change status in case of emergency, agents go offline and may be driving or just out, and this can lead to missed work/calls, which is a big issue.
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This is a necessary requirement for admins to be able to control agent status in omni channel.
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This would be very beneficial.
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Yes! going live with Zendesk tomorrow this will super helpful. What do currently do if an agent forgets to log out for the day?
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Not much you can do except continue to reassign tickets to agents that are available. Not an ideal state and seems like a design flaw that needs to be addressed.
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Today an agent left for the day and forgot to sign out. His status still shows On Call and since we use Omnichannel routing I cannot sign him out. This is going to skew our metrics.
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Yes! there needs to be functionality given so that an admin can toggle status if needed. Also we need to have a report that we can build to show Agents "time in status"
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