Increase Agent Presence Timeout.

[CV1]

Hi Everyone, 

Please guide on how to increase time out for agent presence .We are using advanced work assignment. Currently when agent workspace is closed and the agent is working outside of agent workspace on native platform , after 10 mits the agent status is set to offline.

Where and how to configure to increase the status to remain online for more than say 15 mints 

Thanks in advance.

[Eliza]

Hi CV!

This feature is managed by a scheduled job named AWA - Set Inactive Agents Offline. It runs every minute, and checks if they are active. If not, then they are marked offline.

The default setting is for agents to be set to offline after 1 minute, however, you can change this by creating a system property named com.glide.awa.agent_inactivity_threshold_seconds, with the value set to your desired amount of seconds.

Hope this helps!

[CV1]

Hi Eliza,

Thank you for the response. Following are the test performed:

• Created system property ->AGENT_INACTIVITY_TRESHOLD_SECONDS set the value to 600 (10 mits)
• In incognito window logged in as an agent. Navigated to agent workspace, set the agent presence to  Available - >   
• On my login using normal browser and was monitoring table awa_agent_presence for that agent's current presence state.
• From incognito(agent's login) I closed agent workspace. 
• In my instance by refreshing the table ,I notice that agent presence status was showing available for 6 mits and then turns to offline.

Pl Note : I first created the property as com.glide.awa.agent_inactivity_threshold_seconds before renaming to AGENT_INACTIVITY_TRESHOLD_SECONDS and the out come is the same.

Please advise what I missed or doing incorrect.  I want to keep the status available for 10 - 15 mits before it sets to offline when the agent workspace browser tab is closed by the agent .

Thanks in advance.

[Muralidharan BS]

try creating it with exact name it should be -  - com.glide.awa.agent_inactivity_threshold_seconds

also check this KB - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0967326