Agent Workspace Inbox - Agent is moved from 'Available' to 'Offline' by system

[Dragos Radu]

Hello all,

We have an issue with AW Inbox - Agents are moved from 'Available' to 'Offline' by system.

I know there is a scheduled job - AWA - Set Inactive Agents Offline2

I also checked the property '"com.glide.awa.agent_inactivity_threshold_seconds"' and it's set to 3600

The Agents are moved to 'Offline' once a minute.

Screenshot from the table "Agent presence histories":

Any ideas what could be causing this? 

Also, is there a way to check if an agent is subscribed to the AMB Inbox channel?

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0823131

Thank you!

[Patrick85]

Did you ever find a solution for this? We are experiencing the same issue. 

[wysenk]

Hi did you find a solution? 

[maxstnr]

Same issue as well, did you find solution? We began experiencing the problem after upgrading to Zurich.