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.
