We want generate a report to track there presence if they are in active state or offline and at what time they are in active state or went offline with the timestamps when agents are monitoring chat.

[CK13]

My Manager wants to see some kind of logs or report to see the status of a live agent in the agent workspace. I know there is a table called "presence and capacity" but in this table we only able to see the last update of the agent. Is there any way to see at what time the agent is active and went offline and if the agent status moved to away or offline automatically we want to see the timestamps of that. Is there any OOB table which monitors this and if not is there any solution for this?

[Maik Skoddow]

Hi

OOTB there is no automatism which protocols the presence state changes.

But you could configure a metrics definition which will record the state changes and times for your.

Please see https://docs.servicenow.com/bundle/rome-platform-administration/page/use/reporting/concept/c_MetricD...

Kind regards
Maik

[Maik Skoddow]

Hi @CK 

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing.

Many thanks & kind regards
Maik

[StefanoZ]

This solution cannot be adopted for this scenario since that a new record is created everytime the presence state changes.

Also, the previous record does not get the sys_updated_on field updated when change happens so it is literally impossible to track how much time an agent spent on a specific Presence State.