Agent Chat Availability - Agents still available after closing the browser

[PabloL]

Hey all!

I'm working to implement Agent Chat for my client and I've noticed while testing that the Service Desk user I'm using will stay as "Available" in their Presence Status even hours / days after I closed that browser with that session. I confirmed that in the Advanced Work Assignment > Agent Presence & Capacity Module.

Is there a way to make it so that an Agent's Presence State goes back to Offline if they close their browser? Even better if it can be 30 minutes after the browser is closed.

Thank you!

[GlideFather]

Hi @PabloL and has the user mark their status us Offline before closing the browser?

ServiceNow works in sessions, meaning that if you execute a background script or activate a plugin, when you close the browser or even turn off the laptop it still happening in the background..

So perhaps you can focus on earlier log out, there are properties setting how many minutes the user remains logged in before auto logout.

[PabloL]

Hey GlideFather! Nice nickname!

So to answer your first question, I was hoping not to have my Service Desk Agents have to remember to set themselves Offline before closing their browser. That sounds like an extra step that shouldn't need to be there.

One thing I thought I'd try is on the AWA Assignment Rule Rejection Handling section, to set up a relatively short Timeout and have the Agent's state move to Away so that if they're served a chat and don't Accept / Reject it, they won't get any more. This will cause our customers to incur additional wait time from time to time though, so I'd love to see if there's another way.

[GlideFather]

@PabloL thanks :))

Ok, I think I understand your goal better now. I don't think it could be done that easy, it would require some sort of enforced log out and or update a property which defines how long time it takes before ANY user is logged out. But that would impact all the users without exception and not selected ones only.