I am not seeing a way to set agent status based on schedule. When I first started configuring Omnichannel routing, all agents were set as Available even though many work different shifts. It would be great if we could apply a schedule to an agent's profile so that we can ensure tickets do not get assigned to them off schedule (unless the agent manually updates their status).
Question
Setting Agent Status based on Schedule
- Product Manager
To enable these use cases we are developing new API set called Agent Availability API, they are currently in EAP.
We will launch general availability by end of this month so any Workforce Management partner will be able to integrate to set Zendesk unified agent statuses automatically based on their defined schedule in the Tool. Alternatively, this could also be done with custom development via utilizing the APIs.
Please let me know if any questions or comments.
Regards,
Volkan
I have tested the Agent availability API and was able to set it to Online or Offline, but my request is that I need to set it based on a schedule in Zendesk
is there such a feature on the roadmap?
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.