Agent is not able to see work items in inbox on Agent workspace

Ritu11
Tera Contributor

‎12-21-2023 05:32 AM

Hi Everyone,

I have 2 agents in group, who are responsible to accept chats on workspace.One agent is able to accept interaction and chat whereas the other one is unable to see any work item on workspace.Ms teams shows message ‘Please standby while I am connecting you to agent’ but then why the other agent is not able to find work item.Any input will help.

Thanks in advance

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kking1064
Tera Contributor

‎03-20-2024 09:59 PM

Hi @Ritu11, this is an older post so you probably figured this out on your own. I'm still learning but I just went through this myself. You should have groups associated with your queue's assignment eligibility, please make sure the user that cant get the items is part of said groups. You can also compare to the user that works if they should be getting responses on the same queue. Also make sure they are marked available in the status of course.

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