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

[Dom G]

Hi. Is this custom configuration to auto-accept work on behalf of the Agent easily doable?

Thanks.

[Chris D]

I don't think this is (readily) configurable...?

I too have noticed this functionality which is certainly problematic (minimally, for Chat): if an agent has Agent Workspace closed, they should not be available.

I know there is some sort of timeout (auto-switch to away), but I can't tell yet how it works. I'm not sure if there's a timer that starts when Agent Workspace is closed and the ServiceNow session is still active or if it's just entirely dependent on the ServiceNow session (default 30 min)...? But even then, I'm not sure if keeping Agent Workspace open will overrule that timeout...

[Ren Magalona2]

Hi Chris. Do we already have a defined behavior of the Available, Away, Offline status? I also noticed the ~2min offline behavior of the presence but I cant seem to figure out if there is a property that automatically set it to away similar to Skype

[Chris D]

I don't think there's really any defined behaviors of the different statuses besides the configurable setting "Able to receive work items" (or something like that).

Obviously that's True for "Available" and False for the other two. I think functionally, Away and Offline are identical, which is about on par with Skype/Teams Away/Offline status. I think Away seems to indicates some sort of inactivity timeout, though in essence it's basically the same as Offline? What you can do, in an Assignment Rule, is configure a setting to say "If timeout, set status to X", which would then be appropriate to set as Away. (We don't use this though because we'd rather chats loop through the available agents, just in case there's only one agent and it at least gives them a chance to pick up the chat late.)

I'm not sure how the 2-minute offline behavior happens - I didn't think it was readily configurable, but if it's a scheduled job or something, you could probably customize it?

[Job1]

Anyone an idea on how to set agents to available if they have an active session? 

Instead of putting themselves available manually, we want this to be default instead of Offline