In Agent Workspace Agent is Offline, still work item assigned to them

[Harshu1]

Hi Team,

Hope you all are doing great.

Technicians are being offered work items when they are in an offline state. it should not be. only available state work items should be assigned to them.

I have checked all the things like Assignment Rule, Queue and Business Rule. configuration wise all things are fine. What other things I can check to fix this issue ?

Thanks & Regards,

Harsha .

[Harshu1]

Hi @Tanushree Maiti ,

yes in the instance offline presence state is active. please find the attached screenshot of assignment rule.

Regards,

Harsha

[Tanushree Maiti]

Hi @Harshu1 

I will suggest you to raise a case with your vendor as all current settings seems to OK.