Restricting Agent Offline Status and Enhancing Status Visibility

Restricting Agent Offline Status and Enhancing Status Visibility

Hi,

I hope you're doing well.

We would like to request a feature enhancement regarding agent status management across channels in Zoho Desk.

Currently, agents can set their status to offline for email, chat, and IM channels, resulting in preventing tickets from being automatically assigned to them via round-robin and also preventing receiving any chat and whatsapp messages. 

As for now unfortunately, there is no report that shows which agents are logged in and what status they have set per channel.

Here are the key features we would like to request:

  1. The ability to restrict agents from setting themselves as offline across all relevant channels (email, chat, IM).

  2. A clear and detailed dashboard that shows the current status of logged-in agents, while filtering out those who are offline or out of shift. This way, we can easily monitor agent availability and ensure efficient ticket assignment.

This functionality would improve our ability to manage agent workloads and provide a clear overview of who is available at any given time.

Looking forward to your consideration.

Best regards,
Ram




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