How "Away" presence state works in Agent workspace? Will the state changes to "Away" automatically if agent is not active OR It can be selected only manually?

[Gopi13]

I am looking at possible ways user presence can be "Away". If Servicenow automatically change user presence state to "Away", after how much time of inactivity state will be changed?

[Michael Jones -]

For the most part, if the user is in Agent Workspace, has set themselves to be active, and they have an active session in ServiceNow, their status in AWA will remain active. 

A user who is active in AWA will be set to Offline if their session expires in ServiceNow (they are logged out).  

If an assignment rule is configured with a timeout duration, and the user has one of those tasks exceed the timeout, the user will be placed into the status selected for that rule as "after timeout presence" which, by default is away. 

Otherwise the agent will remain in available as long as they are logged in.

I hope this helps!

If this was helpful, or correct, please be kind and mark the answer appropriately.

Michael Jones - Proud member of the GlideFast Consulting Team!