How to show the status for all Human Resource Live Agent in the Dashboard?

[Ankur Bawiskar]

@Shahrizal Nawaw 

dashboards are used to show reports etc

why you want live agent status in that?

this table "awa_agent_presence_history " holds the data, you can use report on that

check this video

https://www.youtube.com/watch?v=zXbJW41ddgU&list=PLgMvigbxmqHQmjkLNbi4DytxKOJdSzKzY&index=3

Check for an agent's presence and capacity 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Shahrizal Nawaw]

Hi Ankur, the Customer (HR Service Desk Management) want to see all their Service Desk Agent status after the Customer interaction with ServiceNow Virtual Agent via MS Teams transferred to MS Teams. So the HR Service Desk Manager want to know all the Live Agent status whether they are: Available, Offline,  Active , Wraping Up and Away. 

Previously, the Customer have the HR Ticketing tools that have integration with CISCO WebEx Contact Center that the common CTI capabilities such as: Automatic Call Distribution, Interactive Voice Response and Smart Wallboard. So, since the Business direction is to decomm the CISCO WebEx Contact Center and fully leverage on ServiceNow Virtual Agent that have integration with MS Teams, the HR Service Management team want to know whether ServiceNow able to show the Live Agents availability in a single dashboard based on OOTB Dashboard Report or not. 

This capability is to compensate the Smart Wallboard capabilities that they previously can see their Live Agents availability on daily basis. 

Hope the above information helps.