Configuring agent statuses for Contact Center (app)

<body>
<p id="docs-hc-snippet" style="display: none;">Zendesk and Amazon Connect allow agents to change their status, for example, from available to offline.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="addon_contact-center">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Contact Center</td>
</tr>
</tbody>
</table>
</div>
</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">
Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span>
</p>
<p id="docs-ai-summary-content">
Configure agent statuses to streamline status updates between systems. You
can set up and map agent statuses in both systems. This mapping allows agents
to manage their availability more effectively, ensuring their status is
consistent across Amazon Connect and Zendesk.
</p>
</div>
<div class="body">
<p class="p">Zendesk and Amazon Connect allow agents to change their status, for example, from
available to offline.</p>
<p class="p">For status changes to sync automatically from Zendesk to Connect, you must configure
agent statuses in Amazon Connect and Zendesk, then map Zendesk statuses to the
corresponding Amazon Connect statuses.</p>
<p class="p"><strong class="ph b">To configure and map agent statuses</strong></p>
<ol class="ol" id="cc_agent_status__ol_twm_ylj_xgc">
<li class="li">(Optional) In Amazon Connect, select <strong class="ph b">Users &gt; Agent status &gt; Manage agent
statuses</strong>.</li>
<li class="li">(Optional) Set up agent statuses in Amazon Connect.<p class="p">Amazon Connect comes with
two main statuses Available (agent can receive calls) and Offline (agent
cannot receive calls). You can add custom statuses, for example Break or
Training, but these functionally behave the same as Offline; meaning that
agents won’t receive inbound calls while in these statuses.</p>
<p class="p"><img class="image" id="cc_agent_status__image_tc5_gnj_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cont_cent_status_4.png" width="750"></p>
</li>
<li class="li">
<p class="p">In Zendesk, make sure the voice channel is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838035866" target="_blank">activated</a> for your account.</p>
</li>
<li class="li">
<p class="p">Ensure no agents have access to Talk. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450#topic_yvc_rky_lkb" target="_blank">Activating and deactivating access to
product areas</a>.</p>
</li>
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="cc_agent_status__d8e2012" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Omnichannel routing &gt; Agent
statuses</strong>.</span><p class="p">Review your existing agent statuses.</p>
</li>
<li class="li">(Optional) Set up agent statuses. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">Creating custom unified agent
statuses</a>.<p class="p"><img class="image" id="cc_agent_status__image_f3l_hnj_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cont_cent_status_3.png" width="850"></p>
</li>
<li class="li">In the Contact Center app, click <strong class="ph b">Admin settings</strong> &gt; <strong class="ph b">Zendesk settings</strong> &gt;
<strong class="ph b">Agent Status</strong>, then map the Zendesk agent statuses to the Amazon Connect
agent statuses.<div class="note important">
<span class="importanttitle">Important:</span> If you don’t map statuses, changes in Zendesk
won’t sync to Amazon Connect.</div>
<p class="p"><img class="image" id="cc_agent_status__image_iyq_knj_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cont_cent_status_2.png" width="750"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9791029724186",
"url": "https://support.zendesk.com/hc/en-us/articles/9791029724186",
"headline": "Configuring agent statuses for Contact Center (app)",
"description": "You configure and map agent statuses so status changes in Zendesk sync to Amazon Connect for Contact Center.",
"articleSection": "Documentation for Contact Center marketplace app",
"datePublished": "2025-10-04T19:56:45+00:00",
"dateModified": "2026-06-26T22:14:07.180596+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9791029724186"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Contact Center",
"@id": "https://support.zendesk.com/hc/en-us/sections/9248688983706"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>