How to change the agent status in agent workspace

Neeta1 · ‎11-19-2021

Hi Experts,

Is there any way to logout from the agent workspace , if agent is not available or away ?

Without any admin role is it feasible by any other roles ?

Maik Skoddow · ‎11-19-2021

Hi @Lynda

thanks for the explanation.

There is no need to impersonate the agent as you can go directly to the table awa_agent_presence where the presence state of an agent is stored. Find the respective record and set the value of column "Current presence state" to "Offline" (it is a reference to another table).

Kind regards
Maik

View solution in original post

Maik Skoddow · ‎11-19-2021

Hi

you need either role awa_admin or awa_manager.

Kind regards
Maik

Lynda1 · ‎11-19-2021

OMG I read your response again, it states this table "awa_agent_presence" This does work!!! thank you!!!

Rajat15 · ‎06-03-2022

Same Error. I tried with "admin", "awa_manager" roles, but the field is not editable. Did you get the solution

Lynda1 · ‎06-03-2022

to make things confusing, there are two different tables

AWA Agent Presence and Capacities - cannot do this on this one
awa_agent_presence <-- use this table

manish123 · ‎02-23-2023

Hi All,

I would like awa_manager role user to edit

this field through list view of Agent Presence table. I created an ACL too but didn't work.

Can anyone of you please let me know how you managed this to be working?