One Agent Not Receiving AWA Notifications (Others Do) — All Usual Fixes Tried

[Hmbergph1998]

Hello Community,

We're experiencing a persistent issue with Advanced Work Assignment (AWA) in Agent Workspace (Chat) and would appreciate your insight.

Problem Summary:

One specific agent is not receiving any AWA chat notifications or work item offers, while all other agents in the same setup do receive them without issue.

The affected agent:

• Belongs to the same assignment group as the others

• Has the same roles

• Is part of the same AWA queue and service channel

• Is marked as Available in Agent Workspace

• Is using the correct Agent Workspace interface

When impersonating this agent, the chat inbox does not appear, and no notifications are shown.
When impersonating other agents, everything works correctly.

---

Troubleshooting Steps Already Performed:

Backend Checks:

• Confirmed the agent is in the correct assignment group

• Confirmed agent is not at capacity (no overload or stuck items)

• Reviewed all relevant Service Channel, Queue, and Assignment Rule configurations

• Manually assigned a chat to the agent — it worked, but no notification appeared

Front-End Checks:

• Verified browser notifications are enabled and not blocked

• Tested in Incognito mode and on different browsers

• Ensured the Inbox panel in Agent Workspace is open and not collapsed

• Checked Agent Workspace notification and sound settings — all enabled

What We're Trying to Understand:

Why does this one specific agent not receive AWA chat notifications, while all others with identical setup do?

Could there be a hidden or cached configuration in the user profile or something deeper in the routing logic preventing inclusion?

Any suggestions or guidance from others who have dealt with similar issues would be greatly appreciated.

[Mark Manders]

Did you also check his notification preferences (under profile > preferences > notifications). Check both the general as the next experience tab.

[Hmbergph1998]

Thanks for your reply. Yes, I have checked it.

[Hmbergph1998]

Both general and next experience.

[Dexter Chan]

I would check the following common troubleshooting and if that does not work, submit a case

Troubleshooting Guidance

If your AWA implementation is not acting as expected, verify the below:

• Navigate to System Properties [sys_properties] and ensure awa.enabled is set to true.
• Queue schedules are correct – either leave them blank (available at all hours) or set a schedule.
• Queues have at least one assignment rule attached in the Assignment Eligibility related list.
• Ensure the Service Channel, Queue, and Assignment Rules are all set to active.
• Ensure all members of the group identified within the Assignment rule have the awa_agent role, and permissions to access the work item.
• Service Channels should not overlap. An example of a common mistake is to create one Service Channel  for table = incident, and one for interaction.type = “incident”.
• Ensure your Service Channel has been included in the “Available” presence state.