Automatic Agent Status Changes in Zendesk
How does Zendesk handle agent status changes automatically?
Zendesk automatically changes an agent's status to offline if certain events are detected, such as closing the Agent Workspace without signing out or losing connection due to a network outage. This feature helps ensure that agents are not mistakenly left online when they are unavailable.
While admins currently cannot manually change an agent's status, Zendesk is considering this feature for future updates. This automatic status change helps maintain accurate agent availability and prevents calls from being routed to agents who are not actually available.
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