Advanced Work assignment-Automatic assign work items

SontimalliS
Giga Contributor

3 weeks ago

Hi community,
In AWA, when I opened work items it showed me state is queued and assignment rule and assigned to field is empty. Even though I assigned queues and assignment rules properly the issue is coming. The rejected field is also true. The agent did not get case. But it is showing rejected true. I would be truly helpful if anyone responds to this.

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M Iftikhar
Mega Sage

3 weeks ago

Hi @SontimalliS ,

In AWA, when a work item shows as Queued with empty Assignment Rule and Assigned To, and the Rejected flag is true, it means the routing engine could not find an eligible agent. This is not a bug but a configuration/alignment issue.

The most common causes are:

  1. Routing Condition Mismatch – The queue condition (e.g., Category is Network) doesn’t match the case data.

  2. No Eligible Agents – Agents in the queue are either offline, not available, or lack the required skills/capacity.

  3. Assignment Rule Misalignment – The assignment rule is enabled, but its criteria do not match the work item.

I’d suggest checking:

  • That the case data meets the queue’s routing condition.

  • That there’s at least one active agent in the group, logged into Agent Workspace, and marked available.

  • Skills/capacity settings in the assignment rule.

  • The Work Item logs for the exact rejection reason.

If all looks fine, try re-testing with a simplified routing rule to isolate the issue.

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

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