Agent Availability Store App is a process-oriented tool designed to help Dispatchers quickly search for and view a list of available agents based on key parameters such as skills, location, availability date, and time zone. The app applies ITSM principles to streamline access to agent availability data within the organization.
Built on the ServiceNow platform, the app simplifies the discovery process by providing a centralized, real-time directory of agents who meet the selected criteria. This reduces the need for manual communication and accelerates decision-making during dispatch operations.
While the app does not handle agent booking or resource allocation, it empowers Dispatchers with the visibility and insights needed to make timely and informed selections. Built-in filtering and reporting capabilities enhance operational transparency and support more efficient scheduling workflows.
Real-Time Availability Insights
Dynamically queries agents and schedules to identify agents available within precise time ranges.
Precision Skill-Based Matching
Matches agents to tasks, supporting precise skill requirements (e.g., HVAC, Plumbing).
Time Zone Optimization
Filters agents by time zone (e.g., America/NewYork) for seamless global coordination
Seamless ServiceNow Integration
Built as a Scripted REST API, integrated with ServiceNow for plug-and-play deployment.
Secure and Scalable Architecture
Uses OAuth 2.0 or API Keys; handles thousands of calls for enterprise-scale operations.
Release Notes – Telco Agent GO
Version: 1.1.0
Release Date: August 22, 2025
Supported Versions: San Diego and above
Overview
Telco Agent GO enables internal and external users to dynamically check agent availability based on skills, appointment date, time zone, location, duration, and preferred agent.
Key Features
- Agent availability via catalog item and Scripted REST API
- OAuth 2.0-secured external access
- Role-based access control
- FSM integration and real-time slot lookup
Dependencies
- Plugin: Field Service Management
- tables accessed+ = agent_events, wm_task,sys_user,sys_user_has_skill,cmn_skill,cmn_location
Known Issues
- No offline/mobile support
- Availability relies on complete schedule data
Field Service Management (FSM) Standard Entitlements
- Field Service Management (com.snc.field_service_management)
Required Table Permissions
Ensure your scoped application has access to the following tables:
Table Name :: Access Type
agent_work_schedule :: Read/Write
cmn_schedule_span :: Read
agent_events :: Read
wm_task :: Read
sys_user_has_skill :: Read
sys_user :: Read
cmn_skill :: Read
cmn_location :: Read