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  Jordan Lester

  • 2022年04月22日 14:52
  • 編集済み

  Zendesk Product Manager

  Hi all,

  We recently launched an early access program for the feature Volkan mentioned that unifies on agent statuses across Zendesk Channels. The new agent status feature also provides the ability for admins to create custom statuses for their agents, like statuses for in a meeting, break, training, etc. You can find more information about the EAP here:https://support.zendesk.com/hc/en-us/articles/4504795624346-Announcing-the-Zendesk-agent-statuses-EAP

• Sebastiaan Wijchers

  • 2017年03月13日 11:19

  I'd like to have this too. Currently we have a (inhouse) solution for this, but native functionality would be much better.

• Jenny Gillett

  • 2017年04月20日 10:53

  Zendesk Product Manager

  Hi Emma and Sebastiaan,

  This is feedback that we’ve heard from many customers and more granular reporting and flexibility around agent status. It is something that we’re looking into but it’s not on the roadmap at this time.

  Thanks

  Jenny

• Alexa Kelemen-Eordogh

  • 2018年07月13日 11:40

  @Sebastiaan Wijchers, what kind of solution have you found? I mean which programlanguage. As far as I know Zendesk accepts only Javascript. Is that correct? Thank you in advance!

• Sebastiaan Wijchers

  • 2018年07月13日 12:28

  Our solutions is a Zendesk App (version 1of the framework, so: JS/HTML/CSS), that talks to our API on the backend. There we store the custom status and native Zendesk status and do reporting.

  It runs from an i-frame so you can use any programming language you like, but you'll never realy get around JavaScript for solutions like this. As you want to make use of Zendesk App Framework SDK/Library:
  https://developer.zendesk.com/apps/docs/developer-guide/using_sdk

• Alexa Kelemen-Eordogh

  • 2018年07月13日 13:10

  Thanks a lot for the quick answer, it's very useful!

• Kiran Vangaru

  • 2018年09月27日 13:04

  We are new to ZenTalk moving from another web based telephony system. However, I found a bit strange to see only two statuses (online, offline) which the teams will struggle when they are on calls with customers via other channels. Can this be added to the top of your priority list as using customisation is for sure not a viable solution here. Please also let us know the timelines here.

  Appreciate your consideration here.

  Thanks,

  Kiran

• Jessie Schutz

  • 2018年09月27日 14:59

  Zendesk Customer Care

  Hi Kiran!

  Can you be more specific about what you mean by "on calls via other channels"? Are your agents taking phone calls via multiple phone channels, or do you mean other channels like chat or social?

• Kiran Vangaru

  • 2018年09月28日 09:57

  Hi Jessie,

  Thanks for your response.

  我们的员工配备了GTM l(去会议)ook into customer issues in more detail by screen sharing etc. If the issue not resolved on Talk, we have to setup a follow up GTM to debug the issue. During these times setting the status to offline does not reflect the accurate status of the agent while he is still working on the case and does not provide good report to the management either.

  There should be easier ways to set different statuses based on Agent's availability.

  Hope that clarifies and let me know if you need further details.

  Thanks and regards,

  Kiran

• Erik

  • 2018年11月02日 15:14

  @Jenny Gillett- Do you know if this ever made it to the roadmap? We are also interested in this functionality being something natively controlled.

  Thank you!

• Amber Pospiech

  • 2018年11月08日 16:45

  I agree, please add the functionality to create custom statuses other than the online, offline, and agent wrap-up.

• Hege Solheim

  • 2019年11月15日 08:39

  I am a bit confused as to why this is tagged as "Answered", when this isn't really something that is available in Zendesk Talk.

  我再次希望看到更大的灵活性t statuses, such as

  - Being able to create more/custom statuses
  - A more flexible wrap-up - for example a button extending the wrap-up time in 30sec intervals, instead of either fixed time or an unlimited where agents have to remember to change back manually (including a better indication of when an agent is in wrap-up)

• Rohan Gupta

  • 2020年07月15日 08:48

  Zendesk Product Manager

  Hi Hege,

  Thanks for the feedback!

  Implementing custom states for Talk is something we are considering and is on our roadmap awaiting prioritisation, can't commit on any timeline yet, in the meantime you can use work force management integration such as Tymeshift app.

  Aux statuses on Tymeshift -.https://www.tymeshift.com/features/

  On the feedback for the wrap-up time extension, this is not something we are considering at this time.

  Thanks

  Rohan

• Lilith Selene-Shoemaker

  • 2020年07月15日 15:44

  Hi there everyone :)

  Rohan, thanks so much for suggesting Tymeshift here.

  With Tymeshift you have the ability to have in-depth tracking of Zendesk Talk status, as well as the ability to create custom statuses for your agents to use.

  This not only gives you the flexibility to segment your agent's time further, but also gives teams the ability to measure and report on the time spent in each of the statuses your agent is working in.

  The Tymeshift team is always happy to help with any questions that come up, and you can book a call to chat more about this here:
  https://www.tymeshift.com/schedule/

  Best,

  Lilith

• Jeff Mooallem

  • 2021年08月31日 01:10

  We use Talk and Monet for WFM.

  But Talk has very limited statuses for agents. And no reporting for time tracking.

  We need a solution for tracking agents' time. Because we're not finding it, we are seriously investigating switching away from Talk and using RingCentral, which has this time tracking capability.

  Suggestions please?

• Volkan Akdugan

  • 2021年08月31日 14:46

  Zendesk Product Manager

  Hi,

  I have good news. We are currently working on unification of agent statuses across Zendesk Channels with ability to create admin defined custom statuses. With this, agents will be able to set their statuses for all channels in a single place in Agent Workspace and admin defined custom statuses will allow for more granular monitoring and reporting. We have also plans to develop Historical Agent Status Dashboards in Explore in our 9 months roadmap that will allow team leads to understand the duration of time that agents have spent in each status during a period of time. Hope that helps.
  
  Thanks,
  Volkan

• danicheu

  • 2022年01月19日 15:40

  +1 on this feature request.
  
  I see that the last official response to this was from 5 months ago - has there been any updates to this? Our group would love to see having the ability to set a custom statuses both for operational as well as reporting purposes.

• Sheena Boone

  • 2022年01月21日 20:18

  +1 on this request!

  I agree with Daniel, ideally, the chat and phone options would be consolidated into one, with the option to add custom statuses for why someone is offline and the ability to run a report on someone's status history.

  If anyone has a suggestion for an external app that can do majority of the above I would really appreciate it.

• Will Yolen

  • 2022年11月21日 14:37

  +1 On this request! We also would love the ability to create custom statuses for reporting purposes. Please let us know if there has been any update since last update was over a year ago.

• Volkan Akdugan

  • 2022年11月21日 16:35

  Zendesk Product Manager

  Hi all,

  Omnichannel Routing with unified agent statuses is GA'ed recently. Please check the announcementhttps://support.zendesk.com/hc/en-us/articles/4948172181658-Announcing-omnichannel-routing-agent-status-and-live-reporting
  
  Thanks,
  Volkan

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