Hi.

Agents are not expected to handle that for all other agents. This is an Admin capability.

Agents only handle their own availability under their profile:

Regards,

yes, i understand, but for them to see who all are available is a reasonable function. They don’t need to manage it but to see who are online, for that they need to add that widget, right?

That’s correct.

My understanding is (I might be wrong) that Freshworks design for user access relies on Agents not accessing proper data from other agents (except for Admins, of course).

So, your use case seems good. In this case, I’d suggest to submit an idea here:

Freshworks Ideas | Freshworks Community

And share the Idea link in order we could vote, so Freshworks may consider (the more votes, the more it will be considered) it and then develop it and deliver this as a new feature in a future release.

Regards,