How to Set Your Talk Agent State - Frequently asked questions
Frequently asked questions
How do I set my Talk agent state in Zendesk?
To set your Talk agent state in Zendesk, simply click the Talk icon on the right side of the toolbar and use the drop-down list in the Talk console to select your desired state. You can choose from several states: Online, Offline, Transfers only,…
What are the different Talk agent states in Zendesk?
Zendesk Talk offers four agent states: Online, Offline, Transfers only, and Away. Each state serves a different purpose. Online means you're available to take calls, Offline means you're not, Transfers only allows you to receive transferred calls…
Can I change my Talk agent state using the Zendesk mobile app?
Yes, you can change your Talk agent state using the Zendesk Support mobile app, but with some limitations. While you can switch between most states like Online and Away, the Transfers only state cannot be changed via the mobile app. This feature…
What happens if all agents are in the Offline or Transfers only state?
If all agents are set to Offline or Transfers only, incoming calls will be routed to voicemail. This ensures that no calls are missed even when agents are unavailable to take them directly. It's a useful feature for managing call flow during…
What should I do if I need to be away for a long period?
If you need to be away for an extended period, it's best to set your state to Offline rather than Away. The Away state is intended for short breaks, and using it for long periods can affect call routing and queue management. Setting your state to…
How can I view and manage agent states in the Talk Dashboard?
The Talk Dashboard provides a detailed view of agent activities, including time spent in each state. You can use it to monitor and update agent states, ensuring efficient call management. The dashboard helps supervisors keep track of agent…
Can I automatically set agents to Offline at the end of the day?
Currently, Zendesk does not offer an automatic feature to set agents to Offline at a specific time. However, this can be managed manually by agents or admins through the Talk Dashboard. For automated solutions, consider exploring third-party apps…
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