Hello, wondering if anyone has ran into this. We are using Advanced Work Assignment for HRSD and since 2/23 our agents are reporting their presence state is being changed from Available to Offline (which we call "Out of Office" in our instance) without their input, and it's also flipping to Offline without following our inactivity settings. They will be actively within HR Agent Workspace working cases, and notice the AWA inbox has flipped to Offline.
Reviewing awa_agent_presence_history, I can see that their state is being flipped seemingly randomly, by System. Attached is an example. I thought initially this could be due to something being messed up with our inactivity settings, but even when disabling the AWA - Set Inactive Agents Offline scheduled job or keeping it enabled with the property com.glide.awa.agent_inactivity_threshold_seconds set to the max of 31536000 seconds, the issue persists. What is very strange is the issue only seems to happen while agents are online and in the instance - after hours the presence state stays static.
