AWA Routing for Cases Created Manually in Agent Workspace

[cnharris1]

Hello developers,

I have a quick AWA question as I'm new to AWA.

We're using AWA for requests that are created from the Employee Portal. For instance, if someone raises a request needing tech support, the case is automatically routed to an agent with the correct skills, based off the category = Tech Support, which is working fine.

However, if an agent creates that same request from Agent Workspace where the category = Tech Support, then the request does not get routed to the agent or group using AWA.

Is that by design that when a request gets created from Agent Workspace with the same conditions, AWA does not pick up the request and route it to the correct agent or group?


Any guidance will be greatly appreciated!

Best regards,

cnharris1

[cnharris1 · Accepted solution]

I finally found the answer to this issue. A fellow developer said that this was due to the queue order. Basically we had several queues set with the order of 100 and that was preventing the cases from being routed. The simple fix was to change the order to 100, 150, 200, and so on. Once we updated the queue order, everything worked fine. 

I hope this helps someone else who may experience the same issue.