Managing the unified agent statuses available to your agents

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<p id="docs-hc-snippet" style="display: none;">Unified agent statusis part ofomnichannel routingand provides a way for agents to control availability for email, voice, and messaging from a single menu. The default agent statuses are view-only, butcustom unified agent statusescan be edited or deleted. Admins can alsoenable and configure an idle timeoutrule to automatically set idle agents toawayoroffline.</p>
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<p id="docs-ai-summary-content">Manage unified agent statuses to control availability across email, voice, and messaging. You can view default statuses and edit or delete custom ones. Custom statuses let you tailor availability settings, while idle timeout rules can automatically set agents to away or offline. Use APIs to manage agent and group availability for more control over your team's status management.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Omnichannel routing &gt; Agent statuses</span>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226" target="_blank">Unified agent status</a> is part of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a> and provides a way for agents to control
availability for email, voice, and messaging from a single menu. The default agent
statuses are view-only, but <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">custom unified agent statuses</a> can be edited or deleted.
Admins can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5286614817562" target="_blank">enable and configure an idle timeout</a> rule to
automatically set idle agents to <em class="ph i">away</em> or <em class="ph i">offline</em>.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_wyk_rc1_4vb__ul_ukg_wc1_4vb">
<li class="li"><a class="xref" href="#topic_og3_1ms_bvb">Viewing unified agent statuses</a></li>
<li class="li"><a class="xref" href="#topic_pwr_xc1_4vb">Editing a custom unified agent status</a></li>
<li class="li"><a class="xref" href="#topic_bqk_2g1_4vb">Deleting a custom unified agent status</a></li>
<li class="li"><a class="xref" href="#topic_ktm_jvw_fkc">Hiding unified agent statuses</a></li>
<li class="li"><a class="xref" href="#topic_lmx_mxw_fkc">Reordering agent statuses</a></li>
</ul>
</div>
<p class="p">If necessary, admins can use the <a class="xref" href="https://developer.zendesk.com/api-reference/agent-availability/unified-agent-status-api/introduction/" target="_blank">Unified Agent Status API</a> to view and set an
agent's unified status or the <a class="xref" href="https://developer.zendesk.com/api-reference/agent-availability/account-groups-availability/account_groups_availability/" target="_blank">Group Availability API</a> to view availability
and capacity data at the group level.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_og3_1ms_bvb">
<h2 class="title topictitle2" id="ariaid-title2">Viewing unified agent statuses</h2>
<div class="body">
<p class="p">When you enable omnichannel routing, native unified agent statuses automatically
become available for agents to use across channels. They cannot be edited, but you
may review their configuration. If you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">add custom unified agent statuses</a> (Professional and
Enterprise plans), they are also available for all agents to use.</p>
<div class="p">
<strong class="ph b">To review unified agent statuses</strong><ol class="ol" id="topic_og3_1ms_bvb__ol_wht_bms_bvb">
<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="topic_og3_1ms_bvb__image_gkz_j1p_m5b" 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></li>
<li class="li">To view how a default status is set up, click the options menu icon (<img class="image" id="topic_og3_1ms_bvb__image_hpv_wqs_bvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), and then select <strong class="ph b">View details</strong>.</li>
<li class="li">Review the configuration and click <strong class="ph b">Close</strong> to return to the
list.<p class="p"><img class="image img-screenshot" id="topic_og3_1ms_bvb__image_e3j_zns_bvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ocr_native_agent_statuses.png" width="599"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pwr_xc1_4vb">
<h2 class="title topictitle2" id="ariaid-title3">Editing a custom unified agent status</h2>
<div class="body">
<p class="p">Native unified agent statuses can't be edited. If you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">created</a> custom unified statuses, you can modify them at
any time. However, editing a custom unified status won't change the status of any
agent using that status at the time. The updated status name and definition won't be
applied to that agent until the next time they set that status. For this reason,
consider deploying updates outside of business hours if possible, or when fewer
agents are online.</p>
<p class="p" dir="ltr"><strong class="ph b">To edit a custom unified status</strong></p>
<ol class="ol" id="topic_pwr_xc1_4vb__ol_g4x_3vp_m5b">
<li class="li" dir="ltr"><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="topic_pwr_xc1_4vb__image_gkz_j1p_m5b" 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></li>
<li class="li" dir="ltr">Find the custom status in the list, click the options menu icon
(<img class="image" id="topic_pwr_xc1_4vb__image_mjn_vqs_bvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), and select <strong class="ph b">Edit</strong>.</li>
<li class="li" dir="ltr">Make your changes and then click <strong class="ph b">Save</strong>.<p class="p">You might need to
refresh the Agent Workspace to see your changes.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_bqk_2g1_4vb">
<h2 class="title topictitle2" id="ariaid-title4">Deleting a custom unified agent status</h2>
<div class="body">
<div class="p">When a custom unified status is deleted, any agents using the status at the time are
notified, set to offline, and encouraged to set a new status.<div class="note">
<span class="notetitle">Note:</span> If you've
configured idle timeouts or disconnection statuses for the custom unified agent
status you're deleting, the following changes occur for agents upon the deletion
of their current status:<ul class="ul" id="topic_bqk_2g1_4vb__ul_k35_xy3_jgc">
<li class="li">If the agent goes idle, they will remain in the current status. This is
true regardless of whether a different idle status was configured for
the deleted custom status.</li>
<li class="li">If the agent experiences a disconnection event, their status is set to
<em class="ph i">Offline</em>.</li>
</ul>
</div>
</div>
<div class="p">
<strong class="ph b">To delete a custom unified status</strong><ol class="ol" id="topic_bqk_2g1_4vb__ol_j4x_3vp_m5b">
<li class="li" dir="ltr"><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="topic_bqk_2g1_4vb__image_gkz_j1p_m5b" 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></li>
<li class="li" dir="ltr">Find the custom status in the list, click the options menu icon
(<img class="image" id="topic_bqk_2g1_4vb__image_lfy_vqs_bvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), and select <strong class="ph b">Delete</strong>.</li>
<li class="li" dir="ltr">In the confirmation dialog, click <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ktm_jvw_fkc">
<h2 class="title topictitle2" id="ariaid-title5">Hiding unified agent statuses</h2>
<div class="body">
<p class="p">Depending on your workflows and how they evolve over time, you may not need all of
the standard agent statuses and may phase custom statuses in and out as needed.
Unnecessary agent statuses can be hidden from the agent status list in the Agent
Workspace so that they aren't available for agents to select.</p>
<div class="p">When hiding agent statuses, consider the following:<ul class="ul" id="topic_ktm_jvw_fkc__ul_dqg_5yw_fkc">
<li class="li">All custom agent statuses can be hidden. </li>
<li class="li">Some standard agent statuses can also be hidden. Specifically, <em class="ph i">Away</em>
and <em class="ph i">Transfer only</em> can be hidden, but <em class="ph i">Online</em> and <em class="ph i">Offline</em>
are always available to agents.</li>
<li class="li">When a status is hidden, it's removed from the agent status list in the
Agent Workspace. However, any agent actively using the status remains in
that status until they change it or a timeout or disconnection occurs.</li>
<li class="li">Hiding a status removes it from the agent status list in the Agent
Workspace, but not from the configuration options for idle timeout,
disconnection, and auto-reassignment rules.</li>
<li class="li">Hiding a status that is used by an auto-reassignment rule can prevent
auto-reassignment.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To hide unified agent statuses from the status list</strong><ol class="ol" id="topic_ktm_jvw_fkc__ol_zzn_dww_fkc">
<li class="li" dir="ltr"><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="topic_ktm_jvw_fkc__image_gkz_j1p_m5b" 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></li>
<li class="li" dir="ltr">Find the status in the list, click the options menu icon
(<img class="image" id="topic_ktm_jvw_fkc__image_n2y_2ww_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), and select <strong class="ph b">Hide from agents</strong>.</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Hide status</strong>.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To hide a unified agent status while editing the status</strong><ol class="ol" id="topic_ktm_jvw_fkc__ol_cbs_nww_fkc">
<li class="li" dir="ltr"><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="topic_ktm_jvw_fkc__d10e2042" 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></li>
<li class="li" dir="ltr">Find the status in the list, click the options menu icon
(<img class="image" id="topic_ktm_jvw_fkc__image_gbb_pww_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), and select <strong class="ph b">Edit</strong>.</li>
<li class="li">Under <strong class="ph b">Agent visibility</strong>, deselect <strong class="ph b">Show in agent status
list</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lmx_mxw_fkc">
<h2 class="title topictitle2" id="ariaid-title6">Reordering agent statuses</h2>
<div class="body">
<p class="p">To ensure agents are able to efficiently select their most-used statuses, admins can
configure the order in which they appear in the agent status list in the Agent
Workspace. The order of statuses is configured on the Agent statuses page in Admin
Center and reflected in the Agent Workspace.</p>
<div class="p">
<strong class="ph b">To reorder agent statuses</strong><ol class="ol" id="topic_lmx_mxw_fkc__ol_s32_4bx_fkc">
<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="topic_lmx_mxw_fkc__image_gkz_j1p_m5b" 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></li>
<li class="li">Use the grabber icon (<img class="image" id="topic_lmx_mxw_fkc__image_d51_5dg_5jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/exp-dash-tab-112.png" width="16">) to drag and drop the statuses into
your preferred order.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
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