Advanced work assignment - Manager role
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05-30-2025 02:14 AM
Hi
We are looking at using AWA for our HR cases so Agents are only assigned cases when not Offline. Testing is going well on this. However, my question is, can a manager mark an Agent as Available when the Agent has forgotten to do so?
Thanks
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05-30-2025 02:33 AM
Hi,
Yes OOB it is possible. In the screenshot below, Abel has awa_manager role
You need to open awa_agent_presence table and form here they can change the state of agents.
However, I actually did look at this and we decided not to give this option to managers as this is not scalable, Even operationally it will be a chaos to manage as each queue has different manager, so now you will need to think on how can you manage it queue level. Just opens a can of worms. especially if you have different helpdesks and teams using the module.
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05-30-2025 03:02 AM
Thanks Anurag - this worked for the manager but the Agent was still Offline (even with a refresh). I do agree with your reasoning for not using it though.
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05-30-2025 04:50 AM