Hi Community,
I am working on HRSD Advanced Work Assignment (AWA).
I have configured:
Service Channel for HR cases
Queue mapped to the service channel
Agent assignment eligibility
Routing to HR Tier 1 group
Agents are members of the HR Tier 1 group
Using HR Agent Workspace
Issue:
When an HR case is routed via AWA, the case gets assigned correctly, but the agent does not receive any popup/inbox notification in HR Agent Workspace to Accept or Reject the case.
Expected behavior is that when AWA routes a case to an eligible agent, the agent should receive a workspace popup (Accept/Reject).
Could you please help with:
Required configurations to enable Accept/Reject popup in HR Agent Workspace
Any mandatory settings in Service Channel, Queue, or AWA Routing Rules
Whether this behavior is out-of-the-box for HRSD or requires custom configuration
Common reasons why the AWA assignment popup does not appear
Any guidance or troubleshooting steps would be greatly appreciated.
Thanks in advance.
