AWA - Work items not assigned

[bourhoud]

Hi community !

I have troubles when testing AWA on my developper instance.

I'm actually testing AWA for Incident (with corresponding plugins which are installed). I've configured my channel linked to Incident table, and my queue with an assignment eligibility entry.

My assignement elibility entry is a basic one, which is defined with the OOB Incident Management group.

This group has active users, and the awa_agent role has been added to this group.

Actually, I've managed to generate work_items on my incident queue, but they are not assigned to any group or users, and I don't understand why...

Please note that I'm not using skills for the moment, I'd like to assign my work items based on capacity of my agents.

Could anyone help me on this ?

Many thanks !

Regards,

Pierre

[bourhoud]

Still doesn't work : I've created a new Queue on Incident, on the right Application, but still fails...

I had a look on the KB you mentioned, and everything looks good, except awa_agent_channel_presence table that I don't find in my instance...

I've disactivate/activate my Incident channel, for resetting my agents capacity, but still the same : neither assignment group nor assigned to on my work items...

I really don't understand...

[Alberto Consonn]

May I ask you to provide your PDI credentials so that I can have a look at it in deep? Please send me an email to albcons@gmail.com also please specify the test case you're doing within some screenshoot, thanks

[bourhoud]

Alberto,

Thank you very much for your time.

I just sent you an email with all informations.

Regards,

Pierre.

[Alberto Consonn · Accepted solution]

Hi,

Below the changes I did on your PDI for make it work:

1) Make presence Available active and set correctly

2) Set the Chat Setup as below:

Please mark my response as correct and all my replies as helpful 🙂

Cheers

Alberto

[bourhoud]

Thanks Alberto.

This page, although not clearly documented, is important to have in mind when configuring AWA.

Regards,

Pierre.