Repost: Feature Request: Give Admins Ability to Change Agent Status

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6 Comentários

  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Hey CJ,

    I know this isn't exactly what your request is asking, but it does seem relevant, so if you haven't already seen the update, here it is.
    https://support.zendesk.com/hc/en-us/articles/5285729280922-Announcing-idle-timeout-for-unified-agent-statuses

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  • CJ Johnson

    Unfortunately, it's not relevant. That announcement does not apply to any account using Live Chat, so we don't get that feature. 

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi CJ,

    Although I am not the PM working on the project, I can jump in and provide some more information on what we are doing and where the company is heading with regards to this feature request. 

    The teams in Dublin are working on a new suite of APIs for agent availability, allowing you to read and set the status of an agent. This feature is being built on top of omni-channel routing and custom agent statuses, which is tied to Messaging and not Chat. The general availability of these new API endpoints should be before the end of H1 2023 and potentially later this quarter. 

    Currently, there are no plans to offer this functionality for Chat as the company is investing in the Messaging experience and encouraging more customers to move over to Messaging in the next 12-24 months. 

    Brett's answer in the previous community thread was related to the work that was being done to support the use case in Messaging. 

    Although it might not be the answer you want to hear because you want the ability within the Chat channel, I hope this provides clarity around what work has/is being done to address the use case overall across channels (talk/voice, messaging) via omni-channel routing and the custom agent statuses that were recently announced/released. 

    Thanks,

    Ramin

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  • CJ Johnson

    Very cool to find out that once more, I've been promised that a pain point we have, has a feature "definitely" coming, only to be told like a full year later that no, it's never been on the roadmap for "customers like me" and will never come. It's exhausting chasing Zendesk reps down for updates, and even more exhausting to be told the direct opposite message from before, when one finally does. 

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  • shelley

    Thanks Ramin Shokrizadeh for the update, most appreciated to have an honest and clear response. Like CJ, I'd prefer it to be in Chat as this is what we use, however it is quite clear that Chat will eventually be made redundant and messaging is the future. Good to finally know that this feature is not an option for Chat.

    Thanks to CJ Johnson for keeping Zendesk accountable.

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  • Amelia French

    Hi,

    This feature is not available on Zendesk Messaging. Will this become a native feature, without having to use API's?

    Kind regards,

    Amelia 

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