AWA not assigning next ticket in queue

[RonieCarter]

Hello all,

Recently, after a month of use of AWA we started having an issue.

Lets say we have 2 New INC in worklist. Agent goes Available and get 1st incident but never gets second, even if another agents put themselves available the second New ticket is still not being assigned.

Sometimes the whole capacity (50) is in use for one incident (which doesn't make sense to me) and sometimes there is no used capacity but the incident is still not being assigned by AWA. This started happening recently and I cannot find any new setting or updates to our SNOW. The Service Channel and Queue is right.

Any idea or suggestions? Thank you.

[Sandhya Gurram]

Hi @RonieCarter, It happens sometimes due to the load on the Service Channel.

Modify the Service Channel conditions to restart the service channel and the issue gets resolved.

Please let me know if this is helpful.

Thanks,

Sandhya Gurram

[Mary Beth Hutch]

@Sandhya Gurram - can you elaborate on what you mean? I have one service channel, and we occasionally see this happen in our environment. How do you modify the conditions to "restart the service channel", and do you do it when you notice an unassigned work item? or is this automatic? 

Thanks in advance!
MB