How to make Agent's status Available automatically in inbox of agent workspace once user is signed in ?

Community Alums · ‎01-13-2021

I want to change the Agent's status to available automatically in inbox of agent workspace instead of manually changing it.

By default it's offline.

Maik Skoddow · ‎01-13-2021

When logging in a corresponding event is fired:

That event can be caught by a so-called script action (you have to implement this!), which would set the status of the user in case the user is also registered as agent.

The following Script Action works as expected:

And the code from the Script field for copying purpose:

var grUser = new GlideRecord("sys_user");

grUser.addQuery("user_name", event.parm1.toString());
grUser.query();

if (grUser.next()) {
	var grAgent = new GlideRecord("awa_agent_presence");
	
	if (grAgent.get('agent', grUser.getUniqueValue())) {
		//Set Sys ID of Status 'Available'
		grAgent.setValue('current_presence_state','0b10223c57a313005baaaa65ef94f970');
		grAgent.update();
	}
}

View solution in original post

Research · ‎09-26-2023

Hi @Maik Skoddow
I have same requirment but we want to set available after 10minutes once the agent login can you guide me script.

tbenbenisti · 3 weeks ago

Hi All,

I know this post is a little bit old, but maybe someone has an idea how to keep the agent available after the script takes place and make the agent available?

In my case, the script is working, but a few seconds later, the agent status returns to offline.

I think it's related to the fact that no channel is attached to this agent availability record, but where should I add it?

tbenbenisti · 3 weeks ago

Hi All,

I know this post is a little bit old, but maybe someone has an idea how to keep the agent available after the script takes place and make the agent available?

In my case, the script is working, but a few seconds later, the agent status returns to offline.

I think it's related to the fact that no channel is attached to this agent availability record, but where should I add it?