Set agent status in agent workspace

[harry24]

Hello , 

Can somebody help me to understand how does manager set the agent status to offline when he has logged out ?

I have activated the scheduled job AWA - Set Inactive Agents Offline , but how do i test it . 

From where and how does the manager set status offline ???

Can somebody help me with screenshots .

@Community Alums plz help 

Thanks 

[Musab Rasheed]

Managers cannot set status of agents, once agents move away from system for some time then automatically there status will move to 'Offline'. Otherwise users can manually change their status to 'Offline' in Workspace inbox. in case you want to see which agent is offline/online see below table.

https://instance/awa_agent_presence_capacity_list.do?sysparm_userpref_module=513f772e77333300d17e200...

[Chris D]

@Musab Rasheed fyi that's not true - see my answer below, AWA managers can manually update the Agent Presence table.

[Chris D]

You're referring to two different things:

1. The system automatically marks agents as Offline after a certain period of inactivity
   (For reference, see The "Away"and the "Offline" presence states in Advanced Work Assignment Module (AWA) - Support and T...)
   • Agents should be marking themselves Offline manually - this job is just a fallback in case they forget
2. If for some reason that job does not work as expected (I've seen on rare occasion), AWA Admins and AWA Manager (awa_admin/awa_manager roles) can manually change an agent's status via the Agent Presence (awa_agent_presence) table:
   

[manish kale]

Hey @Chris,

Is there a way the awa_manager can change the status of agents on the awa_agent_presence_capacity table using out of the box capabilities? Not creating a ACL!