Limitations of Unified Agent Status in Zendesk
What are the limitations of unified agent status in Zendesk?
Unified agent status in Zendesk has some limitations to be aware of. For instance, operating hours do not automatically set an agent's status, and once omnichannel routing is enabled, you cannot set a Talk agent status from the Talk dashboard or mobile apps.
Additionally, if call forwarding is enabled and an agent is set to Offline due to disconnection, calls will not be forwarded to their phone. These limitations highlight the importance of understanding how unified agent status integrates with your existing workflows.
More related questions
What is unified agent status in Zendesk?
Unified agent status in Zendesk allows agents to manage their availability for Support, Talk, and Messaging from a single menu. This feature is part of omnichannel routing, which helps streamline the process of handling tickets from various…
How do standard unified agent statuses work?
Standard unified agent statuses in Zendesk inform how tickets are routed to agents. These statuses include Online, Away, Transfer only, and Offline, each serving a specific purpose in ticket management. For instance, when an agent is Online, they…
Can I create custom unified agent statuses in Zendesk?
Yes, you can create custom unified agent statuses in Zendesk, but it depends on your plan. Custom statuses allow you to tailor agent availability to better fit your team's workflow. On the Professional plan, you can create up to 5 custom statuses,…
What happens if an agent's connection is lost in Zendesk?
If an agent's connection is lost in Zendesk, their status is automatically set to Offline. This ensures that no new tickets are routed to them while they are disconnected. This automatic status change occurs when an agent closes the Agent Workspace…
What are the requirements for using unified agent status in Zendesk?
To use unified agent status in Zendesk, your account must meet certain requirements. These include having the Agent Workspace activated and, if applicable, activating native messaging or Sunshine Conversations for accounts with a Chat subscription….
How does the 'Away' status work in Zendesk's unified agent status?
In Zendesk's unified agent status, the 'Away' status allows agents to receive only email tickets, while other types of tickets are added to a queue for Online agents. This status is particularly useful for managing workloads that do not require…
Can admins automatically adjust agent statuses in Zendesk?
Yes, admins in Zendesk can configure settings to automatically adjust agent statuses based on idle time. This feature helps ensure that agent availability is accurately represented, even if agents forget to manually update their status. For…
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