快速路径:
Admin Center > Objects and rules > Omnichannel routing > Agent statuses
Note:This feature has the following plan restrictions:
- Team and Growth don't support custom unified statuses.
- Professional supports up to five custom unified statuses.
- Enterprise supports up to 100 custom unified statuses.
Unified agent status is part ofomnichannel routingand provides a way for agents to control availability for Support, Talk, and Messaging from a single menu. There are four default agent statuses: online, away, transfers only, and offline, as well as a customizablefallback status that's used when agents are idle. On Professional and Enterprise plans, admins can also define custom unified statuses to suit their workflows.
All unified statuses, including custom statuses, are automatically available to accounts that meet therequirements.
To add a custom agent status
- InAdmin Center, click
Objects and rules在the sidebar, then selectOmnichannel routing > Agent statuses. - On the Agent statuses page, clickCreate agent status.
- On theCreate agent statuspage, configure the following:
- Name: Give the new status a short, unique name. The name can't exceed 100 characters.Dynamic content is supportedif you want the status to be displayed in the agent's local language.
- Description: Optionally, give the new status a description that helps you identify it.
- Channel routing > Email: Define the agent's availability for incoming emails when this custom status is active.
- Channel routing > Talk:Define the agent’s availability for incoming Talk calls when this custom status is active.
- Channel routing > Messaging: Define the agent's availability for incoming Messaging conversations when this custom status is active.
TheStatussection shows a preview of how your agent’s icons will look depending on the selected status.
- When you are finished, clickCreate agent status.
37 Comments
Hi,
would it be possible to set a manual reason?
Like: "AdHoc" selection, then Agent need type in doing step?
Thanks.
Tobias
There's currently no option to add a "Reason" field when creating a custom agent status. What we recommend is that you create different AdHoc statuses showing what the AdHoc reason as part of the status name. For example, AdHoc - Reporting, which is the status that the agent will select when doing reports as an AdHoc task.
Hope this helps!
Hi Joyce,
partially, we are on Enterprise, so we can create up to 100 Status, but I believe if that´s not able to sort or search by Agent it will not help. Also, we wondering in case of an Agent go to AdHoc - Reporting and stays 3 hours in that task, we can´t really validate, which kind of Report Action he is doing, in which "Ticket" he is working or with which "Customer Remote Session" he´s performing, to prove that afterward, or remind Agent with a Dashboard for Teamleader to may change the status now.
So we are considering now to check API option for custom App to get reason in a Teamleader Dashboard, so they know it more detail, as example our (not Omni-Channel) solution right now:
Kind Regads,
Tobias
是的我们公司也需要自定义statuses to be displayed in the dashboard for management purposes, otherwise what is the purpose of having them if not one else can see them? Just seeing the generic Online: transfer only, etc. statuses doesn't help to know what specific task they are on. Also need a way to report on that so we know how much time is spent on non-call related tasks. We refer to them as Worktime's and my last call center program had the ability to show the current worktime and how much time the agent has been in it. Everyone in the team could see each other's status also to include lunch or break so they can make decisions on whether they could go on break, etc. Helps with coverage and good decision making. Hopefully this feature comes soon. In addition, I requested that the status list for the agents only shows the custom status as a single line. seeAgent statuses - a way to minimize list – Zendesk help
Thanks
I would like to know when it will be possible to use Agent Status without Omnichannel Routing.
Currently the omnichannel does not attend my operation, but I see a good opportunity with Agent Status
SecondingKenny Rohan的请求。
While having a custom status is nice, it's imperative for management to be able to view exactly said status.
Today we decided to disable omnichannel routing. as the only reason we were using it was for the custom status's which we've established don't provide much benefit since they don't show up in the dashboard or reports.
For us the downsides of it outweighed the benefits.
It would be nice to have custom agent status capabilities without omnichannel routing but needs to also reflect in dashboards and reports.
Pleasesign into leave a comment.