How can I change the status of my agents?

Changing agent statuses

An admin or a user with permission can change the status of their agents from the agent list in the Agent workload vs. capacity window of the live dashboards in Explore. This feature is available for accounts with omnichannel routing activated.

To change the agent status if you use omnichannel routing:

Open Explore

Open Dashboards

Open a live agent dashboard, such as Live data (including Messaging)

Click the channel you want to view, such as Support - Agents online. Click Drill in to view the agents that are online

Select the checkbox next to the agent's name, and select Change status at the bottom of the page to update the agent's status.

If you don't use omnichannel routing, agents must change their own statuses from the standard agent interface.

To change statuses in other configurations:

If you use unified agent statuses, the agent can click their profile photo from the standard agent interface to change their status.

Without a unified agent status, the agent can click the speech bubble icon from the standard agent interface.

For legacy accounts that still use Chat and do not use the Zendesk Agent Workspace, agents can change their status from the Chat page.

For more information, see Seeing live agent status and activities with Explore.