Understanding Unified Agent Statuses in Zendesk WFM
What are unified agent statuses in Zendesk WFM?
Unified agent statuses in Zendesk WFM provide a comprehensive view of agent activities across channels.
If you've enabled omnichannel routing, you can monitor these statuses on the Agent status page. This feature is available to new Zendesk WFM customers and offers managers more context about agent activities. It simplifies the process of tracking agent statuses, making it easier to manage and optimize workforce performance.
More related questions
How can I access the Agent status page in Zendesk WFM?
To access the Agent status page in Zendesk WFM, you need to be a WFM admin or have the necessary permissions. Once you have the required access, simply hover over the agent folder in the navigation bar of the Zendesk WFM web app and select 'Agent…
What information is available on the Agent status page?
The Agent status page offers a real-time snapshot of each agent's current tasks and status. You can see what each agent is working on, how long they've been on that task, and their Talk states. If omnichannel routing is enabled, you can also…
How can I customize the columns on the Agent status page?
Customizing the columns on the Agent status page allows you to focus on the metrics that matter most to you. To do this, access the Agent status page and click the Pencil icon. In the Edit Agent status dialog, select the metrics you want to…
How do I sort and filter agents on the Agent status page?
Sorting and filtering agents on the Agent status page helps you quickly find the information you need. You can sort agents by their default Zendesk group, team, location, or view all agents. Additionally, you can sort by specific columns by…
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