Admin: change users (DND, available, offline)

  • 16
  • 149
  • Idea
  • Updated 1 month ago
  • Under Consideration
  • (Edited)
As an admin, I should have the ability to change any extensions DND status. If an agent leaves their desk and forgets to remove their phone from the que, I have to log into their extension and change it for them.
Photo of Jonathan Snavely

Jonathan Snavely

  • 1,414 Points 1k badge 2x thumb
  • Frustrated

Posted 5 years ago

  • 16
  • 149
Photo of Jessica - Community Moderator

Jessica - Community Moderator, Official Rep

  • 13,506 Points 10k badge 2x thumb
Official Response
George, the call queue project manager advised: 

Call queue members need the option to change their availability (e.g. bio break, PTO, out sick, etc.). We are not currently planning to offer the ability to remove/hide this control, but we plan to continue monitoring customer demand for this feature and will adjust our priorities as needed.

I clarified that this response was exclusively in regards to the ability to hide the status functionality from users. Product is currently working on the ability for admins to change user status. This should be coming in the second half of 2020, barring any unforeseen circumstances.