In AWA allow Admins to update an agent's Current Presence State to available.

Go to solution
Ashish Parab
Mega Sage

‎03-24-2025 08:00 AM

Hello everyone,

 

I have a requirement in Advanced Work Assignment (AWA). As an Admin, I should be able to change an agent's Current Presence State. Some agents might forget to set themselves as 'Available,' and I need the ability to update it.

 

I attempted to make an agent available from the awa_agent_presence table, but the status reverts to Offline after 1–2 minutes. If anyone has worked on this or has any ideas on how to implement it, please share your insights.

 

AshishParab_0-1742827896135.png

 

Thanks in advance 😊

 

Regards,

Ashish

0 Helpfuls
  • 1,863 Views
1 ACCEPTED SOLUTION

Go to solution
Ashish Parab
Mega Sage

‎04-01-2025 11:21 PM

Thank you so much, @Mark Mandersand @Dr Atul G- LNGfor your responses. I convinced them not to alter any OOB functionality. However, since they still want this change, I found a scheduled job (AWA - Set Inactive Agents Offline) that sets a user to Offline every 1 minute. I have now updated the repeat interval of the scheduled job as per the client's requirement.

Regards,

Ashish

View solution in original post

0 Helpfuls
5 REPLIES 5

Go to solution
affaqq0007
Tera Contributor

Thursday

Hi Bro - I just wants to know how you should be able to change an agent's Current Presence State

0 Helpfuls