Advanced Work Assignment - Assign regardless of state

[Ken Lombard]

I was wondering if it was possible to set up AWA to make assignments regardless of the state the agent is in. Currently, it is required that the agent be 'Available' and then it will present the assignment in the Agent Inbox. However, with our current setup, we would simply need AWA to work as a round robin assigning incidents without requiring confirmation or agents to log into workspace. Would that be possible?

[sachin_namjoshi]

This is by design since you want to make sure that agent is available to work on assigned queue.

What is your use case to assign work to offline agents?

IF you still want it , then you can make below flag to active for making sure that offline agent is also able to receive work.But, i will not suggest you since there is no way for offline user to understand that they have something to work upon.

Regards,

Sachin

[Ken Lombard]

We currently don't use the workspace feature, so our agents work out of the Incident list.  The way we are set up now, we'd like to better distribute the tickets amongst the team for now, and then gradually bring in the workspace and other features of AWA.

I did see that option for Offline users, but the checkbox is greyed out on the form and I get a "Security prevents writing to this field" error when trying to change it in the list. 

[sachin_namjoshi]

This is because OOB you are not allowed to change "offline" presence state as per design.

There are below 2 write ACLs which is preventing you to change this flag for offline presence state.

In your case, you can always see unassigned incidents in agent work space list view like below.

You don't need to worry about offline users since you can always assign these incidents to users from assignment group.

Regards,

Sachin