Agent Workspace presence staying Available

[Adam Robbins1]

Hi,

Is there a way to configure a time out in Agent Workspace where the Agent's Available status will automatically switch to offline?

We are just beginning to configure Advanced Work Assignment and Agent Workspace.  I have noticed in my testing, when I set an Agent to Available and then exit the browser, the presence remains as Available.  We made a custom configuration to auto-accept work on behalf of our Agents so there are no cards that pop up in the Inbox to Accept or Reject, so I can't use that configuration to automatically set someone to away or offline if they don't accept work.

I am curious if others have come across this and perhaps can give me some pointers. 

Thank you,

Adam Robbins

[Narsing1]

Hi,

Hope you have configured completely using the Guided Setup.  Please go through with the below link, it may help.

Link 1

Link 2

 There are few Built-in API's to develop your requirement.

Thanks,

Narsing

[Adam Robbins1]

We ended up making the decision that the Service Desk team leads can manage this.  We added a module under Advanced Work Assignment called Agent Presence and pointed it to the awa_agent_presence table.  The awa_manager role has rights to edit this table out of the box, so this provided a way for the Service Desk team leads to go in and mark someone unavailable if needed.

[BT5 · Accepted solution]

Hi Adam,

My setup is the same where we added a custom configuration to auto-accept work on behalf of the Agent (case channel).  In my testing and experience, the system sets the user "Offline" within 2minutes of the Agent Workspace browser being closed.  If this mechanism didnt work, it would be trouble for us.

Not sure what may be different for you but we're using Paris Patch 5 now, but also was working on our previous NY release.

[Chris D]

Agreed on the 2 minute assessment. I kept playing around yesterday and when I closed the Agent Workspace tab, it would consistently switch to Offline after ~2 minutes. This is on Orlando.

When you (and Adam) mention your "custom configuration to auto-accept work"... is this documented anywhere? We could have use cases for this too - likely INCs and RITMs, not Chats - so if it was something easy and not all-or-nothing, then perhaps we'd consider it too.