Agent workspace , agent not receiving chats

[mounikadond]

Hi team,

In AWA agent workspace the agent not receiving chats even though they are online ,the chat is transfereed to virtual agent. I checked the agent capacity table and found no capacity records in awa_agent_capacity_list table. is the issue is due to the agent does not have agent capacity record / or any thing I need to check . work item also not created

[Dr Atul G- LNG]

Hi @mounikadond 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1644287

Resolution
1- Go to the queue with issues
2- Click on the assignment rules
3- Go to Rejection handling tab
4- Update "After timeout presence" to Available
5- Save

Note: Do the same for the other queues

Recommendation: Use Service Operation workspace

[Tanushree Maiti]

Hi @mounikadond 

1) Validate KB : KB0787998 Chats are not routing to agents in advanced work assignment 

2) Validate Refer this KB: KB1002907 Demystifying agent work item size and capacity utilization in Advanced Work Assignment 

Also check 

ServiceNow Doc:Configure an agent's maximum universal capacity 

https://www.servicenow.com/community/developer-forum/awa-capacity-question/m-p/3124520

3)Ensure the agent has both the awa_agent and agent_workspace_user

4)"Check Presence state. Under Available make sure you select the correct channel".  Refer : https://www.servicenow.com/community/developer-forum/no-chat-has-come-up-even-though-agents-are-avai...