How to View the Duration of availability of agents in ServiceNow Advanced work assignment

[MJ2025]

[awa_agent_presence_history] table shows the time stamps agent getting available, away, offline.

How to see the time duration of an agent being available within a day?

[Shivalika]

Hello @MJ2025 

The best way for field value duration calculation is OOTB metric definition - Field Duration Calculation.

You can create a record for this table and define the field and conditions, you can create metric instances and then you can have calculation. 

Hope that helps. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards, 

Shivalika 

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[Dr Atul G- LNG]

Hi @MJ2025 

You can create a metric definition on the presence state, which will provide the duration from one state to another. Then, you can create a DB view to generate the report agent-wise. You can also check the OOTB metric definition that has been defined on the state in the Incident table.