Advanced work assignment - Manager role

NicholaM
Giga Contributor

‎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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Anurag Tripathi
Mega Patron
Mega Patron

‎05-30-2025 02:33 AM

Hi,

Yes OOB it is possible. In the screenshot below, Abel has awa_manager role

AnuragTripathi_0-1748597473030.png

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. 

-Anurag
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NicholaM
Giga Contributor

‎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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