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Give Admins the ability to change Agent Status in Omnichannel
Posted Oct 27, 2022
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:
23
18 comments
Luke Dobson
This would be really helpful
1
Alice Vavasseur
Agreed!
1
John
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.
4
John
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.
1
Krista Zaloudek
This would be extremely helpful! +1 for the Out of Office app settings to be respected by this enhancement as well!
1
Moran R. Gilboa
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.
0
Lisa Avellino
This is a necessary requirement for admins to be able to control agent status in omni channel.
0
Tendai Rioga
This would be very beneficial.
0
Marc Rawlins
Yes! going live with Zendesk tomorrow this will super helpful. What do currently do if an agent forgets to log out for the day?
0
Lisa Avellino
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.
0
Kenny Rohan
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.
1
Marc Rawlins
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"
0
Andrew Graves
This would be great! I would also like a system that could be configured to set agent's status' to online as soon as they login to zendesk.
0
Morgan
This is pretty much a no-brainer and is highly needed.
0
Satish Iyer
The Idle timeout setting addresses this issue of agents forgetting to sign out.
0
Barry Neary
This is released
0
Robert Elliott
Hello Barry Neary
Where is this option and feature? before using omnichannel the option was in Talk, but is it not clear where an admin is able to change this.
0
Shawna James
Hello Robert - you can find the documentation referenced by Barry here https://support.zendesk.com/hc/en-us/articles/6704549639194-Announcing-ability-to-change-agent-state-from-Explore . Thank you!
0