Transfer of Assigned Tickets When Agent Goes Offline in AWA

Vaniyaa_x
Tera Contributor

‎03-30-2026 10:17 AM

 

Hi All,

In Advanced Work Assignment (AWA), when an agent changes their status to Offline or when their shift ends, is it possible that the assigned ticket to be automatically transferred to another available agent who is available.

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Huynh Loc
Mega Sage

‎03-30-2026 08:13 PM

Hi @Vaniyaa_x ,

Please try the following approach:

  • Set the AWA channel condition to “Assigned to is empty”.
  • Create a Business Rule on the Agent Presence table (agent_presence).
  • When an agent’s availability changes to Offline, the Business Rule should:
    • Query all open cases currently assigned to that agent
    • Clear the Assigned to field on those cases

Once the assignment is cleared, the AWA channel will automatically reprocess the cases and assign them to another available agent.


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