Advanced Work Assignment - assign incidents to offline users

[RamonM]

Is there a way to use AWA to assign incidents to people if their awa presence status is "Offline"?

Looking to use AWA to round robin assignment of incidents to people even if they are not set to a status of Available in CSM/FSM Configurable Workspace.

[SANDEEP DUTTA]

Hi @RamonM ,

OOTB functionality does not support this.
Agents must be available in the workspace to receive tickets in their queue.

However, there is an alternative approach you can consider:

You can navigate to the Presence State table and modify the configuration for the Offline state. Set the Receive Chats/Tickets column to Yes. This will allow agents to receive tickets even when they are marked as offline.

Please ensure Auto-assignment is enabled and this configuration is applied only to your specific service channel to avoid unintended impact on other channels.