Configuring agent statuses for Contact Center

<p id="docs-hc-snippet" style="display: none;">
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.
</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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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.
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<p class="p">
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.
</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>
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<strong class="ph b">To configure and map agent statuses</strong>
<ol class="ol" id="cc_agent_status__ol_twm_ylj_xgc">
<li class="li">
In Amazon Connect, select
<strong class="ph b">Users &gt; Agent status &gt; Manage agent
statuses</strong>.
</li>
<li class="li">
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">
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</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__d8e1966" 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">
Set up agent statuses in Admin Center (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">
</p>
</li>
<li class="li">
In <strong class="ph b">Admin settings</strong> &gt;
<strong class="ph b">Zendesk settings</strong> &gt;
<strong class="ph b">Agent Status</strong>, map
the Zendesk agent statuses to the Amazon Connect agent statuses.
<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>
</ol>
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