Agents not appearing in the queues I created

byronh3
Tera Contributor

‎02-11-2025 02:12 PM

Setting up Advanced work assignment - 
Created a new service channel

Created a new queue

Created the Assignment rule and specified the group.

Made sure that the presence setting for 'Available' includes my new service channel.

 

When I go to the Adminstrative dashboard, the group doesn't show up under the queue, and no agents listed for the service channel.

 

All users are active, group is active, roles awa_agent and agent_workspace_user have been applied.

 

Thoughts?

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byronh3
Tera Contributor

‎02-13-2025 05:55 AM

In case someone comes across this question and has the same issue -- 
The group and agents will not appear in the dashboard under Queues until agents have marked themselves available from a workspace inbox. Once agents mark themselves available, the entry is updated in the table 'awa_agent_presence_capacity_group_queue', and the group and agents will appear in the AWA dashboard.
For testing, you can manually go mark them available.  Note there is a scheduled job that marks them unavailable every 60 seconds if they are idle:

AWA - Set Inactive Agents Offline