Agent chat question - Change presence state of Agent by manager

[gnewuser]

Hi

We have agent chat in our environment where the end user initiates the chat from the portal.

We have  help desk agents who would accept the incoming message and they carry on the conversation.

Meanwhile, our help desk managers would like to know if they can modify a particular agent from offline to online or offline to online. 

awa_agent_presence_capacity table has the agent and their current prescence state . Can a help desk manager look at all the online agents and make them offline?

Thanks in advance

[Yashsvi]

Hi @gnewuser,

please check below link:

https://www.servicenow.com/community/csm-forum/agent-chat-presence-status-auto-change/m-p/2818734

https://www.youtube.com/watch?v=zXbJW41ddgU

Thank you, please make helpful if you accept the solution.

[gnewuser]

Thanks so much for your response. 

I am specifically looking a this from the Help desk manager view. If they can update the presence (like click on the offline status ) of an agent in list view and change their status of online or vice versa