"AWA - Set Inactive Agents Offline" scheduled job triggers setting an agent Offline but does not insert a record into "awa_agent_presence_history" table - Known Error

"AWA - Set Inactive Agents Offline" scheduled job triggers setting an agent Offline but does not insert a record into "awa_agent_presence_history" table Description When the "AWA - Set Inactive Agents Offline" scheduled job triggers setting an agent Offline, a record is not inserted into "awa_agent_presence_history" table.

Steps to Reproduce

This behavior does not occur in: Orlando Patch 10 Hot Fix 2b, Quebec Patch 4 Hot Fix 1.

1. Login a Paris Patch 9 instance, preferably opening two sessions, one as your maint/admin, and another as an Agent in Agent Workspace. 2. On your admin user session open the "awa_agent_presence_history" and "awa_agent_presence_capacity" tables in new browser tabs. 3. On the Agent's session, go to 'Agent Workspace' and set yourself to 'Available'. 4. Verify that in the "awa_agent_presence_capacity" table, the Agent is now 'Available' - also in awa_agent_presence_history a new record has been created indicating that the Agent is currently 'Available'. 5. Close the Agent's session (just 'X' out of your browser) to set 'AWA - Set Inactive Agents Offline' in motion. 6. Wait for however long the "com.glide.awa.agent_inactivity_threshold_seconds" property is set to. By default, this should be set to 60 seconds if not defined in the instance. 7. Verify the "awa_agent_presence_capacity" table shows the Agent as set to "Offline." 8. Check the "awa_agent_presence_history" table and verify that there is no new record indicating that the Agent is "Offline".

Workaround This problem has no workaround, is under review and targeted to be fixed in a future release. To receive notifications when more information becomes available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.