Advanced Work Assignment Work Items Stuck in Queued State

ctsmith · ‎05-11-2020

I released AWA and Agent Workspace and in our PROD instance all items coming to the Work Items table are stuck in the queued state and not pending accept. The online agents do not seem to have reached capacity, so I'm not sure why the inbound items to the table are not showing as pending accept. Since they are stuck in queued, no one is receiving anything in their workspace inboxes.

It looks like my assignment rules are not getting added to the records in the work item table. I noticed they weren't connected to the queues, but since then I have reconnected them and they are still not working.

ctsmith · ‎05-13-2020

Ticket solved with HI. This was an issue where the required sys_db_views were not there. Not sure what happened but only 1 of my 2 sys_db_views were captured in the update set. I didn't create these, but they are created when you create a service channel. Beware of these! Make sure a DB view is capture in your UDS when you move to PROD.

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ctsmith · ‎07-09-2025

Howdy! Hmmm... just real quick let me go back to the basics. Are the agents at capacity? If it's a chat queue, are agents online to accept the assignment?

Shaik Dimple · ‎07-17-2025

Thank you for your response.

Yes, you were right the issue was due to agent capacity. Once the capacity was adjusted, the items started processing as expected.

Thanks again for your assistance!

ayman_h · Tuesday

I was stuck on a similar issue and found out that that I needed to add the 'Available' Presence state to the Service Channel that I created.

You can do this using the steps below

Navigate to Advanced Workspace Assignment > Management > Presence State
Select the 'Available' state
Add the Service Channel you created to the Selected list of channels