Hi @DurgaPrasaR6431 

Yes, that is possible depending on the channel you are using.

For example: in chat scenarios, the end user can remain in the queue until an agent becomes available. Once an agent is free and has capacity, AWA can then route the interaction to that agent.

For record based work items like incidents or cases, the work will simply remain in the queue until an eligible agent becomes available and AWA offers it to them.

So in both cases, the idea is similar the work waits until someone who is available and eligible can take it.