Hello everyone,
In case you also run into issues with AWA which you can't understand, it may be due to the fact that some of the configurations done over time (either via Update Set or manually) were not propagated to the system as expected.
In this case, re-registering the corresponding Service Channel may help as it will allow for the whole configuration underneath (i.e. Queues with their Conditions, their Assignment Eligibility, etc.) to be taken into account properly by the system. Like starting fresh from a clean slate.
To do this, get the sys_id of your Service Channel and run the following Background Script:
sn_awa.ServiceChannelUtils.register('<service_channel_sys_id>');
I hope this will help some of you out here! 😊
