Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Agents set these states in their Workspace Inbox.

Before you begin

Role required: awa_admin or admin. Users with the awa_manager and awa_agent roles can review the presence states.

About this task

The default presence states are Available, Away, and Offline. For the Available state, be sure to enable it (using the Active check box) so that AWA can route work to agents.

Procedure

  1. Navigate to the presence states settings through one of the following navigation paths:
    • All > Advanced Work Assignment > Home.

      In the Additional settings section, select Set up presence states.

    • All > Advanced Work Assignment > Presence States.
  2. Choose a situation.
    • To create a presence state, select New.
    • To update a presence state, select the presence record you want to update.
  3. On the form, fill in the fields.
    FieldDefinition
    Name Name of the presence state, for example: Out of office. The default presence states are Available, Away, or Offline.
    Active Enables this presence state for agents.
    Note: For the default Available state, be sure to enable this Active check box so that work items are routed to available agents. If the Active state is not enabled, AWA does not route work items to agents.
    Available to receive work items Indicates that agents can handle work items in this presence state. If the presence state is Away or Offline, this box is not selected.
    Service channels Service channels that can use this presence state. To select a service channel, move the channel name from the Available list to the Selected list.
    Description Brief description of the state.
    Order Order in which this state is displayed in the agent inbox.
    Show channels Enables you to restrict the service channels in which agents can update their presence using this state. When you select this field, the Restrict agent update field is displayed.
    Disable agent inactivity check If this check box is selected, the agent's presence will not be automatically set to "offline" based on inactivity and it must be manually set by the AWA Agent API. You may need to configure the form to add this field.
    Restrict agent updates Service channels in which agents cannot use this state to update their presence. Select the lock icon and select the appropriate channels. When you complete your selections, select the lock icon to lock the field. You may need to configure the form to add this field.
    Apply to all groups Indicates all groups can use this presence state. To specify only certain groups that can use this presence state, unselect this check box to display the Apply to groups list. You may need to configure the form to add this field.
    Apply to groups Selected groups that can use this presence state. To select a group, move the group name from the Available list to the Selected list. You may need to configure the form to add this field.
  4. Select Submit for a new presence state or Update if modifying an existing presence state.
    The presence state is added to or updated in the Presence States [awa_presence_state] table. The presence state is also listed in the Availability section of the Agent Workspace Inbox for the agents belonging to the groups and channels that use this state.