AWA: Reassigned Incidents Not Appearing in Inbox and Capacity Routing Concerns

[Gemma4]

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:

1. Reassigned work items not appearing in the new assignee's Inbox?
2. Work items continuing to route to the same agent despite another available agent having greater capacity?
3. 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.

[kmohammed]

Hi Gemma,

These two symptoms usually have the same root cause: Agent Inbox does not simply mirror the incident assigned_to field. It shows AWA work items, and changing the incident field alone does not move the work item.

1. Reassigned incident not appearing in the new assignee's Inbox

When AWA routes an incident, it creates a work item assigned to the original agent. If you then change assigned_to manually on the incident form, the incident assignment changes, but the AWA work item can still belong to the original agent. That is why the incident can stay in the original agent's Inbox and not appear, or appear inconsistently, in the new agent's Inbox.

To reassign AWA work correctly, transfer it through the Inbox / Agent Workspace transfer action, or reassign the work item itself, rather than only changing assigned_to on the incident. Also check the work item record for that incident: who it is assigned to, its state, and whether it is still open for the original agent. Until that work item is transferred or closed, the original agent will keep seeing it.

2. Assign by Most Capacity still routing to Technician2

"Most capacity" is not the same as "marked available" or "in the same group." AWA calculates available capacity at the moment of routing as total capacity minus the capacity already consumed by the agent's active work items, and it does so per service channel. So check:

- The active work items each technician already holds, including work from other queues and channels, and how much capacity each item consumes.

- The service channel capacity configured for that queue, not just the agent's overall capacity.

- Whether each technician was actually AWA-available for that service channel at routing time, which is different from being marked available in general.

- Whether work was already offered or reserved for Technician2 when the routing decision was made.

In practice, Technician1 can look freer on paper while Technician2 has more usable capacity for that specific channel at that moment, or Technician1's capacity is already consumed by other active work.

A good diagnostic sequence is: find the work item for a misrouted incident, compare the two agents' active work items and channel capacities at that time, and confirm the transfer was done on the work item, not only on the incident field.