Check for an agent's presence and capacity

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 All > Advanced Work Assignment > Management > Agent Presence & Capacity.
2. In the list, check which agent is available to handle a case:

   Table 1. AWA Agent Presence and Capacities form

   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.