Give Admins the ability to change Agent Status in Omnichannel

15 Comentarios

  • 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

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