Why don’t complaints created outside business hours appear in the queue after schedule opens?

[patil uv]

We have configured a schedule on an AWA queue so that work is assigned only between 9:00 AM and 4:00 PM BST.
Our expectation:

• If a complaint is created outside this time range, it should remain in the queue and then appear in “Queued Work” once the schedule opens (after 9:00 AM).

Observation :

• Complaints created outside business hours do not show in the queue immediately after 9:00 AM.
• Does AWA automatically re-evaluate queued items when business hours start?
• If not, what is the recommended approach to make these items visible or auto-assign after the schedule opens?

  Any guidance or best practices would be appreciated!

[Ankith Sharma]

Hi @patil uv 

AWA does not automatically re-evaluate or re-queue work items that are created when the queue schedule is closed. When a complaint is created outside the configured business hours, AWA skips assignment at that time, and once business hours begin, the system does not automatically retry the assignment or make those records visible in the Queued Work list.

This behavior occurs because queue schedules only control when assignment is allowed to run; they do not act as a trigger to reassess work when the schedule becomes active. There is no background process in AWA that pushes previously skipped items back into the queue when business hours start.

To handle this, the recommended approach I would suggest is to explicitly re-trigger assignment when business hours open, using a Scheduled Job or Flow Designer (for example, by updating a non-impacting field or invoking assignment logic). As a best practice, it is also advisable to keep the queue schedule open and instead control work distribution using agent availability, presence, or capacity.

If you find this useful, kindly mark it as Accept as Solution and Helpful.

Regards,
- Ankit
LinkedIn: https://www.linkedin.com/in/sharmaankith/