Change Agent State from Explore - Frequently asked questions
Frequently asked questions
What is the new feature for changing agent state in Zendesk Explore?
Zendesk Explore has introduced a new feature that allows for changing the agent state directly from the platform. This feature is designed to improve agent management by enabling admins to update the status of one or multiple agents from the Agent…
Who can use the change agent state feature in Zendesk Explore?
The change agent state feature in Zendesk Explore is currently available only to users with admin permissions. This means that only admins can change the status of agents in the current version. However, Zendesk plans to expand this functionality…
What are the requirements to use the change agent state feature?
To use the change agent state feature in Zendesk Explore, your account must be eligible for live data, which is typically available for Enterprise accounts. Additionally, omnichannel routing must be turned on for your account. If these conditions…
Do I need to take any action to enable the change agent state feature?
No action is required from you to enable the change agent state feature in Zendesk Explore. The update is automatically rolling out to all eligible accounts that meet the necessary conditions, such as having live data eligibility and omnichannel…
Where can I find more information about changing agent status in Zendesk Explore?
For more detailed information on how to use the new change agent state feature in Zendesk Explore, you can refer to the section titled 'Changing agent status' in the help documentation. If you have further questions or need assistance, contacting…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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