Hi Community,
I have configured Advanced Work Assignment (AWA) with strict skill-based routing for the queue Carrier SEA cases. The setup is based on the following conditions:
- HR Service: Onboarding
- HR Subservice: New Hire/Rehire
- Requested Country Code: SGP
Assignment group - GPS SEA - ELC
All required skills and skill determination rules are correctly configured with the same conditions as above, and mandatory skill matching is enabled. The intended assignees are Venu and Seershika.
However, during testing, when impersonating users, the expected cases are not being assigned. Instead, payroll-related cases—which should not fall under this routing—are getting assigned.
Additionally, the assignment group automatically changes to “GPS SEA - ELC” after impersonation, which is not expected behavior.
This queue is configured under an existing service channel, where other queues are working as expected. The issue appears to be specific to the Carrier SEA cases queue.
Has anyone encountered similar behavior or can provide insights into what might be causing this inconsistency?
