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.

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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.

[Vishal Jaswal]

Hello @Hmbergph1998 

To ensure the configurations are valid and correct, please create a dummy user and run the necessary validations. If the notifications work as expected for the dummy user, it indicates that the configurations are properly set up.

While setting up the configurations for the dummy user, if you identify any missing configurations for the affected agent/user, please address and rectify them accordingly.

If the configurations for both the dummy user and the affected agent/user are identical, but the issue persists only for the affected agent/user, consider deleting and re-creating the affected user.

[Dennis Ford]

Other troubleshooting ideas:

• Check awa_work_item_rejection to see if maybe the work item is being rejected somehow by the user
• Are you using skills-based routing and does the user have the correct skills to be assigned chats?
• Remove the user from the agent from the assignment group and add them back
• Use a high override capacity just to eliminate that as an issue