Understanding Unified Agent States in Zendesk
What are unified agent states in Zendesk?
Unified agent states in Zendesk are part of the omnichannel routing feature, providing a consistent status across all channels.
When omnichannel routing is enabled, agents have four default states: Online, Away, Transfers Only, and Offline. These states help in accurately monitoring agent availability as they update automatically when agents change their status or go idle. This ensures that the agent's status is consistent across all channels, improving the reliability of the data.
More related questions
Why does the Explore live dashboard show too many online agents?
The Explore live dashboard might show too many online agents because it includes all agents who have ever signed in and never signed out. To ensure the accuracy of this metric, it's important for agents to sign in and out of Zendesk according to…
How can I improve the accuracy of the Support - Agents online metric?
Improving the accuracy of the Support - Agents online metric involves ensuring agents sign in and out properly and considering omnichannel routing. Remind your agents to log in and out according to their shifts to reflect their true online status….
What should I do if agents are not logged out automatically after inactivity?
If agents are not logged out automatically after inactivity, it may require further investigation. Ensure that your idle timeout settings are configured correctly in the admin center. If the issue persists, it might be necessary to contact Zendesk…
How does omnichannel routing affect agent status in Zendesk?
Omnichannel routing affects agent status by providing unified states across all channels, improving accuracy. With omnichannel routing, agents have consistent status options like Online, Away, Transfers Only, and Offline. This setup ensures that an…
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