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

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Chris D · ‎11-23-2021

WOW I did not realize that. Thanks for sharing!

And great news is that it's editable for awa_manager, not just awa_admin, so if one of the queue managers notices somebody online when they shouldn't be, they can manually override it.

It hasn't happened often, but at least a couple occasions where the normal agent inactivity timeout didn't work properly and left somebody available for over a day so I'm glad there's this proper workaround.

mbernste · ‎05-31-2023

How do you find the awa_agent_presence list of users? When I bring up the table list, I am able to locate the awa_agent_presence table, but I am only seeing its properties, not the table with the VA chat agents and their status.

Sheh · ‎11-17-2023

Hi,

Please, how can I can go directly to the table awa_agent_presence

(if possible Screenshot)

Thank you

Regard

harry24 · ‎06-26-2024

How to set the same for SOW?

Neeta1 · ‎11-22-2021

Hi,

Could you please suggest how to set a timer to set the status offline for the agent , in case agent forgot to make himself offline ?