---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia 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}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 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. |
   [Tabela 1. AWA Agent Presence and Capacities form]

   {#awa-agent-presence__table_fdy_rhq_gfb}
{#awa-agent-presence__steps_iyp_tkh_3fb}