In Agent chat, the agent is still showing away even though he has not logged in for last 3 months

[varunp]

In Agent chat, the agent is still showing away even though he has not logged in for last 3 months.

AWA - Set Inactive Agents Offline  job is running every 1 minutes, still it is not setting the agent offline.

Any idea about this?

[Saurav11]

Hello,

From Quebec "agent presence states" is not dependent on AMB, Once the agent is set to available, even though agent is inactive more than '90' seconds, the network keeps on sending request to the server that agent is available, every minute time stamp gets updated on the "awa_agent_presence_query_history table to the 'updated' field, the scheduled job "AWA - Set Inactive Agents Offline" will runs every minute and checks table "awa_agent_presence_query_history 'updated' field, if the updated field is not updated more than 90 seconds only then the agent presence status will set 'offline' automatically.

Please check the awa_agent_presence_query_history once.

Please check the below article for the same:-

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1001541

Please mark my answer as correct based on Impact.

[varunp]

i checked the updated field. it is set to 3 months back still this user is not going offline by the scheduled job.