Hi,

When an agent enables DND in ZDialer, they become completely unreachable for incoming calls. However, Zoho Voice continues to show them as "Available" to supervisors and admins — because DND is not treated as a user status.

This is a fundamental problem for call center management. A supervisor looking at the user list sees an agent as available and assumes they can take calls — but the agent has silently made themselves unreachable. 

This is not a minor UX issue. In a call center, supervisors make real-time staffing decisions based on agent availability. Showing false availability data directly impacts service levels, queue management, and customer experience.

DND should be reflected as a visible status in the Zoho Voice user list and supervisor dashboard — just like Available, Busy, On Break, and Offline

Supervisors and admins should be able to see which agents have DND enabled at any given moment

Ideally, admins should also have the option to restrict agents from enabling DND without supervisor approval

This was raised during our support session on May 27, 2026 (ticket #160312235) and acknowledged as a feature request by your team. We want to formally log it here and stress the urgency — this is a show-stopper for contact center operations.

Regards,

Ram