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AGENT availability status changing by other

MJ2025
Tera Contributor

‎03-27-2025 06:09 AM

Is it possible for a manager to change agent availability status : present/away/offline 

or is it only possible for agents to change their availability status from their agent workspace? 

in advanced work assignment 

MJ2025_0-1743080941944.png

 

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Dr Atul G- LNG
Tera Patron

‎03-27-2025 01:18 PM

Hi @MJ2025 

I would not recommend that the manager change the availability of its agents; it’s totally unethical. It’s better to educate the agents on why the availability status is important. Agents can update their availability status by going into WS.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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