Creating Custom Unified Agent Statuses in Zendesk
How can I create a custom unified agent status in Zendesk?
Creating a custom unified agent status in Zendesk is straightforward. Navigate to Admin Center, click on Objects and rules, then select Omnichannel routing > Agent statuses. On the Agent statuses page, click 'Create agent status' and configure the name, description, and channel routing options for email, Talk, and Messaging. You can also choose whether the status is available to all groups or specific ones.
Once configured, click 'Create agent status' to finalize your new custom status.
More related questions
What are the default and custom unified agent statuses in Zendesk?
Zendesk provides four default agent statuses: online, away, transfers only, and offline. Additionally, there's a customizable fallback status for when agents are idle. If you're on a Professional or Enterprise plan, you can create custom unified…
What are the plan restrictions for using custom unified agent statuses?
Custom unified agent statuses in Zendesk are available only on Professional and Enterprise plans. The Team and Growth plans do not support this feature. On the Professional plan, you can create up to five custom statuses, while the Enterprise plan…
Can I restrict custom agent statuses to specific groups in Zendesk?
Yes, when creating a custom agent status in Zendesk, you can choose to make it available to all agents or restrict it to specific groups. This is done by selecting 'All groups' or 'Only selected groups' during the status creation process. Note that…
How do I define agent availability for different channels in a custom status?
When creating a custom agent status in Zendesk, you can define agent availability for different channels such as Email, Talk, and Messaging. This is done in the 'Channel routing' section during the status creation process. You can specify whether…
Is it possible to report on time spent in custom agent statuses?
Currently, reporting on time spent in custom agent statuses is not available in Zendesk. However, this feature is on the roadmap for a future release. For updates, you can follow Zendesk's announcements and release notes.
Can admins change an agent's status in Zendesk?
In Zendesk Talk, admins can change an agent's status via the Talk Dashboard. However, this functionality is not yet available for other products. Zendesk plans to integrate this feature into their Live Dashboard in the future.
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