Setting Up Agent Workspace Inbox

Piero Virgilio · ‎08-02-2019

Hi Community,

in my dev instance I'm not able to show to the agent case boxes inside the inbox

What I expect to see

What I really see

I've assigned awa_agent role to the user, but cases continue to do not appear.

Can you help me?

Thanks,
Piero.

kathyneff · ‎08-02-2019

Hi Piero - a couple of things to check:

1) Make sure the 'Cases' channel, under Advanced Work Assignment / Service Channels, is set to 'Active'. Check box should be checked.

2) Within the Cases channel, make sure you have at least one assigned Queue.

3) In the assigned queue, make sure the logged in user you're using is assigned to a Group that's associated with the Queue.

Piero Virgilio · ‎08-05-2019

Hi kathyneff,

I've added the case service channel in the into the "Available" presence state, and the checkbox appears in Agent Workspace

But no unassigned case is listed to be accepted

Thanks,
Piero.

jacque3 · ‎05-08-2020

Hi Piero,

Were you able to find the solution for this one? I've got the same issue.

Thank you

Piero Virgilio · ‎05-18-2020

Hi jaque,

yes, I was able to configure the Agent Workspace Inbox.
You should configure the Advanced Work Assignment: