Work items not getting assigned to agents

[rmishra4395]

Hello Team,

I have configured Advanced Work Assignment (AWA) for Major Incident Management (MIM) and defined the necessary skills. Currently, when I set skills at the group level, the tickets are routed to all available agents within that group. However, I only want the tickets to be routed to specific group members. Although I have defined these users in the skill table, the tickets are still not being routed correctly.

[Balakrishna_ABK]

Hi @rmishra4395 , create a separate group for the members which you want to route and define in AWA.

[rmishra4395]

But for skills are defined for CSM also for them it is working as expected and same agents are there for incidents also but incidents are not getting routed to them