Customizing AWA Presence Color to Orange for "Busy" State when Work-Item Checkbox is Enabled

[kamalimurug]

Hi all,

I'm working on configuring Advanced Work Assignment (AWA) presence states and workspace agent availability.

To meet our business needs, we’ve set up a custom configuration allowing agents to continue receiving work items even when they are marked as "Busy" (by checking a dedicated checkbox (Available to receive work items) to opt-in for work items while busy).

However, we are running into a styling behavior issue:

• Current behavior: Whenever that checkbox is enabled so agents can receive work items, the workspace status indicator automatically overrides and changes to green (the standard available color).
• Desired behavior: Even when the checkbox is enabled and they are able to receive work items, we want the presence status color to stay or display as orange (representing the "Busy" state) instead of turning green.

Has anyone successfully:

• Overridden or customized the default color mapping for AWA presence states based on checkbox triggers or custom conditions in the workspace?
• Applied CSS or configuration changes to ensure the "Busy" indicator remains orange even when work-item acceptance is enabled?

Any guidance, configuration pointers, or best practices would be greatly appreciated!