Agent workspace Inbox (AWA) - Agent status changes from "Available" to "Offline" automatically even agent is logged on in servicenow instance.

[Sulabh Garg]

Hi All,

I have observed this behavior where the Agent status change automatically from 'Available' to 'offline' in Agent workspace inbox even if agent is logged on in servicenow instance and working on different tab on the Incidents or Request task.

Do we have any timeout which control this?? Ideally it should turn to "offline" when agent logout from Instance.

[srinadh kanchar]

Hi Garg,

Could you please tell me the path to navigate to the schedule job "AWA - Set Inactive Agents Offline" ?

Thank you in advance

[chuckn]

I've seen the same behavior and can't quite figure out what ServiceNow is checking to consider the agent active. The article mentions "if they are still subscribed to the AMB Inbox channel," but I'm not sure what that means. I would think that an agent is working elsewhere in ServiceNow, they would still be considered active and available...but that doesn't seem to be the case.

To what thresholds have you set com.glide.awa.agent_inactivity_threshold_seconds without seeing any impact to the instance?

Thanks!