Understanding the Agent Presence Inactivity Process<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Overview Agent Presence inactivity monitoring ensures that agents who are no longer actively using Workspace are automatically removed from the pool of available agents. This prevents work items from being routed to agents who have left the ServiceNow environment. How It Works ↳ When the Agent is active within a Workspace, AMB calls are consistently being sent to the platform, stored in the [sys_amb_channel_presence] table real-time. ↳ Once there exists a record in the [sys_amb_channel_presence] table for the agent, the system will consistently update the [awa_agent_presence_query_history] record associated to this user. ↳ As soon as the user leaves the Workspace, their [sys_amb_channel_presence] record is deleted, causing the [awa_agent_presence_query_history] record's Updated field value to contain the last second they were active in the Workspace. ↳ The Scheduled Job "AWA - Set Inactive Agents Offline" runs every minute, checking if there any Available Agents who have been idle for longer than the value set in the "com.glide.awa.agent_inactivity_threshold_seconds" system property (300 seconds default), by referencing the [awa_agent_presence_query_history] record's Updated field. ↳ If any Available Agent is idle for more than this defined threshold time, the next time the Scheduled Job runs, it will set the Agent to the Offline status. See this process in action here: Usage The inactivity threshold is controlled by the platform property: com.glide.awa.agent_inactivity_threshold_seconds The default value is 300 seconds (5 minutes). Supported values: Default: 300 secondsMinimum: 90 secondsMaximum: 31,536,000 seconds (1 year) The "AWA - Set Inactive Agents Offline" Scheduled Job evaluates agent inactivity against this threshold every minute. Troubleshooting Why an instance might not respecting this configuration under certain circumstances: AMB calls are only sent from within the platform's Workspace experiences, so if the Agent is set to Available with any other mechanism (API, backend record change, etc) other than manually setting it from within their Workspace Inbox, the [awa_agent_presence_query_history] record's Updated field will not be changed. There could be another mechanism by which agents are being set to Available, which does not subscribe them to AMB, causing it not to respect the mechanisms for the threshold which are described above.