Agent workspace interaction item not showing in Inbox but shows in awa_interaction_work_item table

[jacque3]

Hello Everyone,

I'm trying to configure virtual agent to route to Agent workspace but I can't see the chat request in Agent workspace inbox. There's an interaction record showing in awa_interaction_work_item but I don't know why it's not showing in the inbox in agent workspace.

awa_interaction_work_item table record

     I used the user below (I removed some details of the name) to trigger the transfer from virtual agent to agent workspace

Here's my configuration

CHAT SETUP

SERVICE CHANNEL

QUEUE

GROUP ASSIGNED TO QUEUE

ASSIGNMENT RULE

PRESENCE STATE AVAILABLE

AVAILABLE AGENT = I used this user to login to check the workspace inbox if there's any chat request

AAAfter some time the state of the work item(chat) request is set to Closed Abandoned because no one accepts/rejects the request as it is not showing in the Inbox.

NNeeded your help to point me to the right direction and configuration for this one as I'm taking too long to solve this 😞

TThank you in advance!.

[jacque3 · Accepted solution]

Got the solution for this one. I can see the queue in awa_interaction_work_item but in the main interaction table my agent doesn't have access. As what I have found out there's one ACL created by other developers that will hinder the access from user in short they created an ACL that will only add access to specific  user and unfortunately the user that I configured as an agent is not included in that group.

Thank you