Disable the agent ability to change the their status state in Advance Work Assignment (AWA)

[trangdan106]

Hello everyone,

I have this requirement where I was to make it that the agent shouldn't have the ability to change their state:

Currently, I have resorted to using a BR where if the agent interact with the UI, the user has the agent role and they are part of a specific group then if the agent changes their state, the state will be change the status back.

But is there a more efficient way to do it?

Thank you you all in advance.

[Tanushree Maiti]

Hi @trangdan106 

1)Using a BR is an efficient method to update awa_agent_presence when specific conditions are met.

Refer:  Advanced Work Assignment: (Un)Set Agent's Availability automatically

2) Can I automatically set the presence of agents to unavailable?
Yes – you can set the timeout for agent presence using the system property com.glide.awa.agent_inactivity_threshold_seconds. You may have to create it within your instance, with the value set to the number of seconds before the agent is marked as inactive.

Refer: Advanced Work Assignment (AWA) FAQs