In Agent chat, Agent is not setting offline automatically even though agent is inactive more than '90' seconds


Description

The property "com.glide.awa.agent_inactivity_threshold_seconds" is configured default 90 seconds, and even though agent is inactive more than '90' seconds, the property is not making to set offline automatically.

Release or Environment

Quebec

Resolution

From Quebec "agent presence states" is not dependent on AMB, Once the agent is set to available, even though agent is inactive more than '90' seconds, the network keeps on sending request to the server that agent is available, every minute time stamp gets updated on the "awa_agent_presence_query_history table to the 'updated' field, the scheduled job "AWA - Set Inactive Agents Offline" will runs every minute and checks table "awa_agent_presence_query_history 'updated' field, if the updated field is not updated more than 90 seconds only then the agent presence status will set 'offline' automatically.