How entry is getting created in Agent Channel Availablity

[sushama]

There is Agent Channel Availablity (awa_agent_channel_availability) table updates the agent availablity from Agent Workspace.

Could anyone helps via which script the data is getting inserted and updated in table?

[Christakos G]

+1 for the same question.

It seems that when an agent becomes Available in the Workspace, records are created in a

awa_agent_channel_availability for all service channels (even if the agent is not a member of a service channel).

Normally I would expect that only agents under the below hierarchy would have records for a specific channel:

awa_service_channel

  --> awa_queue

      --> awa_eligibility_pool

           --> sys_user_group

               --> sys_user_grmember

[Saurav11]

Hello.

Not sure if this has already been solved but if not the record is created from a BR named "Generate agent presence history" on the awa_agent_presence table.

Please mark my answer as correct/helpful based on Impact.