While testing an AWA queue configured with Assign by Most Capacity, I observed two related issues:
1. Inbox Assignment Visibility
- Incidents are routed and assigned correctly through AWA.
- When an incident is manually reassigned to another technician, the assignment updates correctly in the native UI.
- However, the incident does not consistently appear in the new assignee's Inbox.
- In one scenario, the incident remained visible in the original assignee's Inbox after reassignment.
- Why did the incident appear visible in 2 technicians inbox and how do I prevent that?
2. Assign by Most Capacity Routing
- Queue is configured for Assign by Most Capacity.
- Both users are in the same assignment group and marked available.
- Technician1 had significantly more available capacity than Technician2 .
- Despite this, new work continued routing to Technican2 than Technician1.
- Capacity, availability, and assignment group membership appear to be configured correctly.
Question
Has anyone experienced:
- Reassigned work items not appearing in the new assignee's Inbox?
- Work items continuing to route to the same agent despite another available agent having greater capacity?
- Any known synchronization delays or configuration settings between AWA, Inbox, and capacity-based routing that could cause this behavior?
Any guidance, similar experiences, or recommended areas to investigate would be appreciated.
