Agent availability in Workspace using Advanced work assignment
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3 weeks ago
Is it possible to extend the time when the agent goes offline without keeping open the agent tab in workspace so that their status remains unchanged . How it is configured to go to offline state?
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3 weeks ago
Yes, this can be controlled through the AWA Presence State configuration.
Navigate to Advanced Work Assignment >> Presence States and open the presence state being used by the agents.
Check the Disable agent inactivity check option. When this is enabled, AWA will not automatically change the agent's presence to Offline because of inactivity. The presence then needs to be changed through the AWA Agent API or by the agent.
If the requirement is only to increase the inactivity period, rather than disable the check completely, check the inactivity configuration in your release instead of changing the presence state itself.
Also verify the agent's current presence in the Workspace Inbox, since AWA uses the presence state to determine whether the agent can receive new work.
ServiceNow documents Available, Away, and Offline as the default presence states, and specifically provides the Disable agent inactivity check option for preventing automatic Offline status due to inactivity.
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