Configuring agent statuses for Contact Center (app)

Zendesk and Amazon Connect allow agents to change their status, for example, from available to offline.


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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.



Zendesk and Amazon Connect allow agents to change their status, for example, from
available to offline.
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.
To configure and map agent statuses

(Optional) In Amazon Connect, select Users > Agent status > Manage agent
statuses.
(Optional) Set up agent statuses in Amazon Connect. 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.



In Zendesk, make sure the voice channel is activated for your account.


Ensure no agents have access to Talk. See Activating and deactivating access to
product areas.


In Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Agent
statuses. Review your existing agent statuses.

(Optional) Set up agent statuses. See Creating custom unified agent
statuses.

In the Contact Center app, click Admin settings > Zendesk settings >
Agent Status, then map the Zendesk agent statuses to the Amazon Connect
agent statuses.
Important: If you don’t map statuses, changes in Zendesk
won’t sync to Amazon Connect.


Click Save.


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