How to handle no AWA availability and Live Agent support

[johndoh]

We are using a third party for call/chat handling so the agent status's never change in AWA and that caused me some issues attempting to transfer to a live agent. I in turn created a on update business rule on the awa_agent_presence table to keep the Virtual Agent account online. The condition is 'Current presence state' is not 'Available'. I do have scheduled jobs set to turn on and off the Virtual Agent (same code as below) at the beginning and end of the day. For the turning on of the Virtual Agent I have a conditional item set in order to adjust for our holiday schedule.

(function execute() {
    var VAagent = new GlideRecord('awa_agent_presence');
    VAagent.addEncodedQuery('agent=ENTER SYS ID HERE OF ACCOUNT');
    VAagent.query();
    while (VAagent.next()) {
        var gdt = new GlideDateTime();
        var localTime = gdt.getDisplayValue().toString().split(' ')[1];
        var dayOfWeek = gdt.getDayOfWeekLocalTime();
        var hour = localTime.split(':')[0];
        if (hour > 19 || hour < 8 || dayOfWeek == 6 || dayOfWeek == 7) {
            //After Hours				
            VAagent.current_presence_state = '9cd83267575313005baaaa65ef94f98b'; //sys_id for Offline
            VAagent.setWorkflow(false); //Do not run business rules
            VAagent.autoSysFields(false); //Do not update system fields
            VAagent.update();
        } else {
            //Work Hours
            VAagent.current_presence_state = '0b10223c57a313005baaaa65ef94f970'; //sys_id for Available
            VAagent.setWorkflow(false); //Do not run business rules
            VAagent.autoSysFields(false); //Do not update system fields
            VAagent.update();
        }
    }
})()

  Condition of turning on the Virtual Agent

function checkSchedule() {
	var schedule = new GlideSchedule("ENTER SYS ID HERE"); //THIS IS MY HOLIDAY SCHEDULE
	if(schedule.isInSchedule(new GlideDateTime())){   
		return false;
	} else {
		return true;
	}
}
checkSchedule();

[johndoh · Accepted solution]

No solution needed

[johndoh · Accepted solution]

No solution needed

[johndoh · Accepted solution]

This was not working correctly for me once I added in the holiday schedule, so I changed it up a little. Moving the schedule into the script I no longer needed the conditional holiday schedule.

(function execute() {
    var VAagent = new GlideRecord('awa_agent_presence');
    VAagent.addEncodedQuery('agent=sys_id');  //sys_id for Virtual Agent
    VAagent.query();
    while (VAagent.next()) {
        var schedule = new GlideSchedule("HELPDESK_HOURS_SYS_ID"); //Enter sys_id of cmn_schedule record
        if (schedule.isInSchedule(new GlideDateTime())) {
            //Work Hours
            VAagent.current_presence_state = '0b10223c57a313005baaaa65ef94f970'; //sys_id for Available
            VAagent.setWorkflow(false); //Do not run business rules
            VAagent.autoSysFields(false); //Do not update system fields
            VAagent.update();
        } else {
            //After Hours	
            VAagent.current_presence_state = '9cd83267575313005baaaa65ef94f98b'; //sys_id for Offline
            VAagent.setWorkflow(false); //Do not run business rules
            VAagent.autoSysFields(false); //Do not update system fields
            VAagent.update();

        }
    }
})()