Configuring agent statuses for Contact Center

Zendesk and Amazon Connect allow agents to change their status, for example, from available to offline. Unless an admin configures and maps agent statuses, changing the status in Zendesk won't automatically sync with Amazon Connect.


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Verified AI summary ◀▼
Configure agent statuses to streamline status updates between systems. Although status changes in one system don't sync automatically with the other, you can set up and map agent statuses in both systems. This mapping allows you to manage your availability more effectively, ensuring that your status is consistent across platforms like Amazon Connect and the admin center.




Zendesk and Amazon Connect allow agents to change their status, for example, from
available to offline. Unless an admin configures and maps agent statuses, changing the
status in Zendesk won't automatically sync with Amazon Connect.
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
In Amazon Connect, select Users > Agent status > Manage agent
statuses.
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 Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Agent
statuses.
Set up agent statuses in Admin Center (see Creating custom unified agent
statuses).

In Admin settings > Zendesk settings > Agent Status, map
the Zendesk agent statuses to the Amazon Connect agent statuses.




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