Advanced Work Assignment Presence States

[Chris Sanford1]

I am trying to configure advanced work assignment to use chat in the agent workspace. There is concern over how the presence states are set, however. Is there any way to automatically set the status based on activity on the device, similar to Skype? Or do these states have to be manual? Lack of activity in ServiceNow would be acceptable, but we would prefer to have it be based on in activity on the device. But as far as I can tell, out of box even if you have no activity in ServiceNow but stay logged in, it will stay green forever until someone changes it. That would be problematic for us as many people do not sign out of ServiceNow whenever they are away or out of office.

[Alikutty A]

Hi,

Dont the session expire for users in your instance? I was thinking it would log off agent chat once the session expires. I could not find any property that manages idle time for AWA similar to the one in connect support. Also there is no much documenation available on AWA, I would suggest to check on HI once.

The user states are managed in the awa_agent_presence table. You could dynamically control the presence states by accessing this table records. If the session expiry dont work, then a workaround is to monitor user activity from v_user_session table to see if when user last accessed the instance and then change the present states dynamically. Not a good way though.

Thanks!

[Chris Sanford1]

Hi,

Actually we use Azure SSO. The expiry is something pretty low on our end, but I'm pretty sure once it hits it will immdediately log them in again as long as their Azure session is valid. On most of our in-network devices that does not expire. Would have to follow up with infrastructure for the details about that.

So yeah not sure if that is an option. You mentioned v_user_session but what about sys_user_session. Doesn't that check against all nodes? Maybe a scheduled job might work.

Edit:

Do you know if what I said about the SSO is valid? Maybe they don't get logged back in after the timeout until they click something again, and authenticate against SSO. Would have to test

[Chris Sanford1]

So I just tested and no, even when I time out I'm still available at least according to the sn_awa.Agent.get() method.

[Alikutty A]

SSO would keep you active depending on its session token expiry. For the tables, v_user_session maintains the latest last accessed time (You can compare the times based on the session ID in both the tables).

You could have an idle time property that compares against this table just for all Available users and then mark them as away.

I would also prefer that you open a HI as we are expecting to get more features in AWA in coming releases.