How to disable Service Channels in Workspace if presence state not joined? (Advanced Work Assignment)

[Joel A_1]

Hi together,

We want to start with Advanced Work Assignment soon and have different Presence States and Service Channels for this. For example:

• Presence State Available
• And below that the Service Channels: Requests-A, Requests-B and Requests-C

The problem is that an agent cannot activate or deactivate the service channels below it until the agent has joined to the Available status, and then of course the agent has already received from all 3 Service Channels work items already if he joins.

This design of ServiceNow prevents the agent from activating only the desired service channels first (before joining a Presence State).

What is your solution for this, if you are using Advanced Work Assignment?

Thanks

[Joel A_1 · Accepted solution]

Hi together

I was able to solve the issue in the meantime with a flow created with Flow Designer. 

Thanks

[Ramandeep Garg]

Hi Joel @Joel A_1 ,
Could you please share how you achieved this using the flow? I also have the same requirement.
Regards
Ramandeep

[Joel A_1]

Hi @Ramandeep Garg 

1. For the trigger (created or updated) I use the table 'awa_agent_presence'. and I run it for every update. Some presence states I do exclude here, like Available or Offline.
2. And this is my action for the table 'awa_agent_channel_availability':
   
   It does make a service channel unavailable (see red marker). In my case there is also an exception for the service channel "call".
   
   

I hope that helps!
Joel

[Ramandeep Garg]

Thank you @Joel A_1  for sharing the solution, it helped. Much appreciated.