Check for an agent's presence and capacity

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • 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.

    Antes de Iniciar

    Role required: awa_admin or admin

    Procedimento

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