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 · ‎11-22-2021

Hi @Neeta, Hi @Lynda

basically setting agent to "Offline" should be done automatically by the scheduled job "AWA - Set Inactive Agents Offline":

This job runs OOTB each minute. Please check whether that job is active and set to a periodically run according to your needs.

Kind regards
Maik

Maik Skoddow · ‎11-22-2021

Hi @Neeta

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik