Configuring agent statuses for Contact Center

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<p id="docs-hc-snippet" style="display: none;">Zendesk allows agents to change their status, for example, from available to offline and changing the status in Zendesk automatically syncs with the status in Amazon Connect. As an admin, you can configure the custom statuses and the mapping from Zendesk to Amazon Connect according to your requirements.</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can configure custom agent statuses that sync between your system and Amazon Connect, allowing you to control availability for voice and other channels. Default statuses like Online and Offline are fixed, but you can create and map custom statuses to fit your team's workflow. Proper mapping ensures agents receive calls only when their status is set to Available in Amazon Connect.</p>
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<p class="p">Zendesk allows agents to change their status, for example, from available to
offline and changing the status in Zendesk automatically syncs with the status in Amazon
Connect. As an admin, you can configure the custom statuses and the mapping from Zendesk
to Amazon Connect according to your requirements.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_ezr_dhd_njc__ul_gkn_4jd_njc">
<li class="li"><a class="xref" href="#understand">Understanding agent statuses in Contact Center</a></li>
<li class="li"><a class="xref" href="#give-voice-unified">Giving Contact Center agents access to voice for unified statuses</a></li>
<li class="li"><a class="xref" href="#map-status">Mapping agent statuses between Zendesk and Amazon Connect</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="understand">
<h2 class="title topictitle2" id="ariaid-title2">Understanding agent statuses in Contact Center</h2>
<div class="body">
<p class="p">Zendesk and Amazon Connect have the following default built-in
statuses:</p>
<ul class="ul" id="understand__ul_cjr_hhd_njc">
<li class="li">
<p class="p">Zendesk: Online, Offline, Away, and Transfers only. For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226" target="_blank">About unified agent statuses</a>.</p>
</li>
<li class="li">
<p class="p">Connect: Available and Offline.</p>
</li>
</ul>
<p class="p">The default statuses serve as the core system states needed for routing,
availability, and product behavior so you cannot change these statuses. In addition
to these, you can create custom agent statuses where you define the availability for
each channel.</p>
<p class="p"><img class="image" id="understand__image_l13_fnd_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admincenter_ocr_agentstatus_channel_routing.png" width="250"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">Creating custom unified agent statuses</a>.</p>
<p class="p">When you create a custom agent status the mapping from Zendesk to Amazon Connect is
automatically and dynamically configured to match the value you select for the voice
channel. For example, if you create a custom agent status for agents who are taking
only calls, then you would set email and messaging channels to Offline and voice to
Online. The corresponding value in Connect would be Available. If you were to change
the voice channel to Offline, then the status would automatically be mapped to
Offline in Connect.</p>
<p class="p">If you prefer, you can override this behavior and map the values manually, see
<a class="xref" href="#map-status">Mapping agent statuses between Zendesk and Amazon Connect</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="give-voice-unified">
<h2 class="title topictitle2" id="ariaid-title3">Giving Contact Center agents access to voice for unified statuses</h2>
<div class="body">
<p class="p">For agents to use unified statuses for Contact Center, you must turn on the Talk
channel and configure your agents’ role to not have access to Talk.</p>
<p class="p"><strong class="ph b">To configure the voice channel for Contact Center agents</strong></p>
<ol class="ol" id="give-voice-unified__ol_fjr_hhd_njc">
<li class="li">
<p class="p">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>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="map-status">
<h2 class="title topictitle2" id="ariaid-title4">Mapping agent statuses between Zendesk and Amazon Connect</h2>
<div class="body">
<p class="p">You can manually configure how Zendesk agent statuses map to Connect
statuses, except for Online and Offline which are mapped to Available and Offline,
respectively.</p>
<p class="p"><strong class="ph b">To map Zendesk agent statuses to Connect</strong></p>
<ol class="ol" id="map-status__ol_hjr_hhd_njc">
<li class="li">
<p class="p">Click the Zendesk product menu in the top bar, then select
<strong class="ph b">Contact center</strong>.</p>
</li>
<li class="li">
<p class="p">Under <strong class="ph b">Routing</strong>, select <strong class="ph b">Agent status mapping</strong>.</p>
</li>
<li class="li">
<p class="p">Map each Zendesk status to an Amazon Connect status.</p>
<p class="p">The default, built-in values for <strong class="ph b">Amazon Connect agent status</strong> are:</p>
</li>
</ol>
<ul class="ul" id="map-status__ul_ijr_hhd_njc">
<li class="li">
<p class="p"><strong class="ph b">Auto (Available)</strong>: When the voice channel is online,
automatically maps the Zendesk status to Available in Connect. This value is
dynamic and changes to Auto (Offline), if you change the Zendesk status
voice channel to offline.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Auto (Offline)</strong>: When the voice channel is offline,
automatically maps the Zendesk status to Available in Connect. This value is
dynamic and changes to Auto (Available), if you change the Zendesk status
voice channel to online.</p>
</li>
<li class="li">
<p class="p">Available: Maps the Zendesk status to Available in Connect.</p>
</li>
<li class="li">
<p class="p">Offline: Maps the Zendesk status to Offline in Connect.</p>
</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> In Amazon Connect, the only status that routes calls to agents is the Available
status. Even if you map a non-Available status to a Zendesk status with voice
activated, the agent in that status won’t receive calls.</div>
<p class="p"><img class="image" id="map-status__image_b3j_54d_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_routing_agent_status_map.png" width="800"></p>
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