---
sourceDocument: Xanadu ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/servicenow-platform

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Check for an agent's presence and capacity

# Check for an agent's presence and capacity {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

View a list of agents in Advanced Work Assignment, their presence status,
and capacity for each of the agent's service channels to see which agent can handle a case.
This list is filtered across different teams, channels in teams, and channels
dashboards.

## Before you begin

Role required: awa_admin or admin

## Procedure

1. Navigate to AllAdvanced Work AssignmentManagementAgent Presence \& Capacity.
2. In the list, check which agent is available to handle a case:  
   {#awa-agent-presence__table_fdy_rhq_gfb__entry__2}

   | Field | Definition |
   |-|-|
   | Agent | Name of the agent. |
   | Current presence state | Presence state that is currently assigned to the agent. |
   | Updated | Date and time that this agent was last updated. |
   | Channel | Service channel that is assigned to the agent. |
   | Capacity in use | Current workload of agent. |
   | Capacity | Maximum capacity that the agent can handle. |
   [Table 1. AWA Agent Presence and Capacities form]

   {#awa-agent-presence__table_fdy_rhq_gfb}
{#awa-agent-presence__steps_iyp_tkh_3fb}
**Related concepts**   

* [Agent initiated SMS conversation](https://www.servicenow.com/docs/KCEUs1xUFSZIVeFPBIAoBA "Customer Service Management supports additional messaging channel such as SMS which tracks interactions between the agent and customer.")  
**Related tasks**   

* [Check unassigned interactions](https://www.servicenow.com/docs/OJwGebSPzSIbl_CsfLuQFQ "View a list of unassigned interactions in Advanced Work Assignment from chat and phone that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are not being assigned.")
* [Check unassigned task work items](https://www.servicenow.com/docs/CohlbS2rr0saf2jKsT2DnQ "View a list of unassigned task work items in Advanced Work Assignment, such as cases and incidents, that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are unassigned.")
* [Check work items and AWA events](https://www.servicenow.com/docs/jIz5xiFJ1GUTe7gQ4NqKLw "View a list of work items and AWA events.")
* [Compose an SMS conversation](https://www.servicenow.com/docs/YFUvCH0BdW7EIOy9D_hs8Q "An agent can compose an SMS to interact with a customer for resolving various issues. If the interaction is not messaging type, you see the Compose SMS option.")

*[\>]: and then