Check for an agent's presence and capacity

---
title: Check for an agent's presence and capacity
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/awa-agent-presence.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# Check for an agent's presence and capacity

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.

## Before you begin

Role required: awa\_admin or admin

## Procedure

1.  Navigate to **All** > **Advanced Work Assignment** > **Management** > **Agent Presence & Capacity**.

2.  In the list, check which agent is available to handle a case:

    |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.|