Agent workspace Inbox status tables

CV1
Tera Contributor

‎01-21-2022 11:53 AM

Hi All,

Looking for help with tables to look into to create a flow based on agent status > Avilable,Break,Away,Offline (agent workspace >Inbox> status)

  • Which table shows data on the agents status ( the agent will set the status by selecting the options).

      Requirement is to create a flow when an agent receives a follow up mail from customer,based on the agent status an auto email should be sent to sender of the mail stating the agent is not available currently .... 

find_real_file.png

 

 

Separate question can we integrate agent availability status to outlook?

 

TIA

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Saurav11
Kilo Patron
Kilo Patron

‎01-21-2022 01:02 PM

Hello,

Please find the servicenow doc on how can can create/ modify the status

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/advanced-work-assignment/task/awa-configure-agent-presence.html

Servicenow functionlity in itself can be integrated with outlook so this shoud also be possible.

Please mark answer correct/helpful based on impact

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