---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Check for an agent's presence and capacity

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

Release version: Brazil  
Updated September 10, 2026  
![](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}

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