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How AWA Agent Presence and Capacities is filtering agents

LuLe Game
Tera Expert

‎10-26-2022 01:49 PM

Hi community, I want to ask you about AWA Agent Presence and Capacities, the thing is how can I edit this table that I am not aloud to see (I am Admin). For example this table and after completing all the necessary config (Channnels, queues, etc) I am seeing 85 agents in this table/list (all off them offline). Once the agent is making himself available the status here will become ¨Available¨ as it should be. But my question is how this table is pulling the agents? I see agents/users that are locked out so they are not supposed to be here but are in this list view in AWA Agent Presence and Capacities. So my next question is: Does someone know how to configure this table, so only agents from a specific Group are showing here? Please need your help on this. 

 

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Thanks

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Eliza
ServiceNow Employee
ServiceNow Employee

‎10-27-2022 06:04 AM

Hi Luis -

 

This table is populated whenever an agent has accessed one of the workspaces (Agent Workspace, Service Operations Workspace, CSM/FSM Configurable Workspace etc). They don't need to have updated their presence state to be added to this table. It includes historical data, so if an agent who has accessed a workspace is not longer at your company, they will still appear in this list.

 

To answer your query regarding configuring the table to only show particular groups - that table awa_agent_presence_capacity is actually a database view combining data from the awa_agent_presence, awa_agent_channel_availability, and awa_agent_capacity tables. I do not recommend configuring this table, but rather creating your own database view to include the groups you wish to see.

 

Hope this helps!