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

[Adam Robbins1]

Hi Chris,

For the auto-accept, I ended up creating a before Insert and Update business rule against the awa_work_item table.  I looked for anything where State is Pending Accept and then had the State update to Accepted.  We don't use Chat yet, so there may be some additional conditions needed in your case to exclude those.

Thanks,

Adam

[BT5]

We something similar.

• We set our rule to run before changing a work item state to "Timed Out", it updates to Accepted.
  
  
• We also modified the "Assignment Rules" object to offer a checkbox to set "Direct Assignment" on or off.  when selected use this rule.

Both solutions will work, we just wanted to still have the offer show up in AW (for 30 seconds) to still serve as a visual notification to the user. 

By binding it to an specific Assignment rule it allowed us to control which queues use "Direct assignment" and which ones use "offer mode".  

It would be a great baseline addition to the product 😉

And, as Chris mentioned, it really only would make sense for non-chat channels.

[Dom G]

Hi Adam,

I implemented the same business rule. But something strange seems to be happening. Every time a task comes into the queue, it gets offered to two agents, simultaneously. The task, then becomes accepted ( via the business rules) by both agents, but actually only becomes assigned to one of the two agents. The real problem is the this is breaking the assignment rule, which I have set to "last assigned". Any ideas on this? 

Thanks. 

[Adam Robbins1]

That is an interesting one Dom.  The only thing I can think to check is Service Channels under Advanced Work Assignment.  It seems like the catalog task could be hitting conditions for 2 different Service Channels.  This is only a guess though.  If that isn't it, this sounds like a good case to submit over to ServiceNow.

Thank you,

Adam Robbins

[Dom G]

Thanks for your reply Adam. That thought did close my mind. But, on the screenshot I supplied, the last column is the "service channel". The conditions are all hitting the same service channel.