Agent is not receiving virtual agent chat in the inbox, even when agent is Available

[shaa066]

We have a new Agent, and that agent is not receiving the open live chats in the inbox.
even when the agent status is available, what could be the reason
we are facing issue only with this particular agent

[GlideFather]

Hi @shaa066,

check and compare that agent's role, groups, skills... and eventually the AWA Queues... as it can be missing agent skill or not being a member of a specific group.

let me know if oyu have progress

[RaghavSh]

@shaa066  Go to "awa_agent_presence_capacity" table and check the state of agent.

Also check the available capacity and  capacity in use. If the agent is not able to mark him online on workspace, it could be an issue with awa_agent role.

Please mark the answer correct/helpful accordingly.

[RaghavSh]

@shaa066 Were you able to get this fixed?

Please mark the answer correct/helpful accordingly.

[RaghavSh]

@shaa066 Did this fix your issue?