Unable to get work items to show in agent inbox for Agent Workspace

[Jeff97]

After configuring the queues, assignment rules, assignment groups for Advanced Work Assignment.

I created an incident and assigned it to the correct assignment group.

I impersonated an agent that's in that assignment group and made their status "Available" in their Inbox screen in Agent Workspace. 

The incident never shows up to accept or reject. 

I checked under My Groups Work and the incident shows under there.

I'm unsure what setting(s) I could have missed to enable the accept / reject work items for the agents.

[RaghavSh]

Under Advanced work assignment locate Available states and click on Available and then select incident.

It should work after selecting incident if all other configurations are correct.

[Appli]

Hi Jeff, as per docs - please check if Active is true for Available status in Presence states:

You may just open the list of [awa_presence_state] table to confirm the state

[Jeff97]

The Available state is set to Active currently.

The "Available to receive work items" is also set to True.

I created an incident and assigned it to the agent. They were showing "Available" in Agent Workspace. The incident shows up under their "My Work" list but never comes into their inbox to accept / reject even though it's configured that way.