How can I change the status of my agents?

<h2 id="h_01HQ622Q6QWRKPXG9FT17G3GBR">Question</h2><p>How can I change the status of my agents?</p><h2 id="h_01HQ622Q6Q0SP9MZ6Y1F5K548K">Answer</h2><p>Yes, an admin or a user with permission can <a href="https://support.zendesk.com/hc/en-us/articles/4422485166746-Seeing-live-agent-status-and-activities-with-Explore#topic_lxc_xpr_31c" target="_blank" rel="noopener noreferrer">change the status of their agents</a> from the agent list in the <strong>Agent workload vs. capacity</strong> window of the live dashboards in Analytics. This feature is available for accounts with <a href="https://support.zendesk.com/hc/en-us/articles/4409149119514-About-omnichannel-routing" target="_blank" rel="noopener noreferrer">omnichannel routing</a> turned on.</p><p>Supervisors can also use the conversational assistant in the real-time monitoring dashboards to update agent statuses in bulk. Enter a natural-language command describing the statuses you want to change, review the proposed changes, and confirm the update.</p><p>To change the agent status with omnichannel routing:</p><ol>
<li data-list-item-id="ef358dbf8a246d64ba62655fe2aa1a89f">Open <strong>Analytics</strong>
</li>
<li data-list-item-id="e48714ae89098bcf73f22319d796a82dd">Open <strong>Dashboards</strong>
</li>
<li data-list-item-id="ed112a0b0b28c1536addd9301014c23e8">Open a live agent dashboard, such as <strong>Live data (including Messaging)</strong>
</li>
<li data-list-item-id="e3f47f8948a6da886fc6764b65a915b62">Click the channel you want to view, such as <strong>Support - Agents online</strong>, and click <strong>Drill in</strong> to view the online agents</li>
<li data-list-item-id="e9b7ceb66231b924b54b826ee43599a6a">Select the checkbox next to the agent's name, and select <strong>Change status</strong> at the bottom of the page to update the status<br><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" src="/attachments/token/reYNKUXmASB6jcyvgMbs4n68z/?name=Change+agent%27s+status+from+live+dashboard.png&amp;lotus_request=true" alt="Change agent's status from live dashboard.png">
</li>
</ol><p>If you don't use omnichannel routing, agents must change their statuses from Support:</p><ul>
<li data-list-item-id="ed7dfc44f01c29ef06524e15dfdcb6fa8">If you use unified agent statuses, the agent can click their profile photo from Support to change their status<br><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" src="/attachments/token/HbOPWaJUie4ztlmjCwU9tigt8/?name=With+unified+statuses.png&amp;lotus_request=true" alt="With unified statuses.png">
</li>
<li data-list-item-id="ed178f0f1463ab1e67e48930f79440b8b">Without a unified agent status, the agent can click the speech bubble icon from Support<br><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" src="/attachments/token/1KulJiKtaWJ1uzEi2MWMynwoa/?name=Without+the+unified+status.png&amp;lotus_request=true" alt="Without the unified status.png">
</li>
<li data-list-item-id="ed4275298479359eda310329f7db4fbd3">For legacy accounts that still use Chat and do not use the Agent Workspace, agents can change their status from the Chat page<br><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" src="/attachments/token/b1OYjKeHAo4uZIA1VeBML0stA/?name=From+Chat.png&amp;lotus_request=true" alt="From Chat.png">
</li>
</ul><p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank" rel="noopener noreferrer">Seeing live agent status and activities with Explore</a>.</p><style>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>
<h2 id="h_01KS0HE6GWEYSY8T2XHZF0J3HR">
How can I change the status of my agents? How do I update my team
member's
state? Can I change the availability of our users?
</h2>
<p>
Admins or users with specific permissions update agent statuses through
the <strong>Analytics</strong> reporting tool. This capability requires
<strong>omnichannel routing</strong> activation on the account.
</p>
<h2 id="h_01KS0HE6GWKKT8X3HRM1BCZ6GY">
How do I change agent status with omnichannel routing? Where do I
manage
team member availability in Explore?
</h2>
<ol>
<li>
Open <strong>Analytics.
</strong>
</li>
<li>
Open <strong>Dashboards</strong>.
</li>
<li>
Select a live agent dashboard, such as
<strong>Live data (including Messaging)</strong>.
</li>
<li>
Select the channel you want to view, such as
<strong>Support - Agents online</strong>.
</li>
<li>
Click <strong>Drill in</strong> to see the list of online agents.
</li>
<li>
Select the checkbox next to the <strong>Agent name</strong>.
</li>
<li>
Click <strong>Change status</strong> at the bottom of the
<strong>Agent workload vs. capacity</strong> window to select
a new
status.
</li>
</ol>
<h2 id="h_01KS0HE6GWVD4X12F47HFK90CK">
How do agents change their own status? How can a support person update
their availability? Where is the status menu in the inbox?
</h2>
<p>
If you use <strong>unified agent statuses</strong> in the
<strong>Agent Workspace</strong>, click your
<strong>profile photo</strong> in <strong>Support</strong> to select
a new status. If you do not use unified statuses, click the
<strong>speech bubble icon</strong> in <strong>Support</strong> to
change
your state. For legacy accounts using <strong>Chat</strong> without
the
<strong>Agent Workspace</strong>, update your status directly on
the
<strong>Chat</strong> page.
</p>
<h2 id="h_01KS0HE6GXRDZ4HFTV6RSZS5Q6">
Can I change agent statuses if omnichannel routing is off? Do agents
manage their own progress without omnichannel routing?
</h2>
<p>
When <strong>omnichannel routing</strong> is not active, agents must
manually change their own statuses within the <strong>Support</strong>
ticketing system.
</p>
<h2 id="h_01KS0HE6GX4JZFD8R44KFT3S1P">
Who has permission to change agent statuses? Can any team member
update
someone else's state?
</h2>
<p>
Only an <strong>admin</strong> or a user with specific
<strong>permissions</strong> or <strong>access levels</strong> can
change
the status of other agents via the <strong>Analytics</strong> dashboard.
</p>
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