How Can I pull a report for Agent Availability on AWS Chat

[Sooraj Narayana]

Hello Team,

I want to Pull a Report for the Agent Availability ( Available and Away AUX) on for AWS Chat agents.

I want to know how many hours agents on Available state and Away state in a day.

Please help me with the query which i need to use to pull the report 

[Sooraj Narayana]

@Sandeep Dutta  Thank you for your response. I was able to get the reports.

Is there any way we can check the total hours or time they were on different AUX or Status? 

[Community Alums]

HI Sooraj,

User Presence is not available for Agent Workspace. so you cannot pull that details.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Danish Bhairag2]

Hi Sooraj,

Hope by now you might have figured out the answer for this, but thought of posting it anyway if others come around this same question it might help them.

Unfortunately OOTB ServiceNow does not store the duration for Agents availability in any table. In order to accomplish this you need to create a metric definition on either 'awa_agent_presence_history' or 'awa_work_item' for field 'Presence State' or 'State' which will in turn provide you the exact duration for each state of an agent has been throughout the day. Then you can create a report on the same.

You can refer below link in order to create a metric definition:

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

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !

Thanks,

Danish

[JHufford]

I have followed this video and it does show how to create a metric, however nothing is calculating