Agent Still Receive cases even if the inbox status is unchecked

JoshuaBagun
Giga Contributor

Friday

Multiple Agent Experience The system assigning cases to them which is none HR chat even if they uncheck their status in the inbox. Awa Capacity is not at in full use. Kindly help troubleshooting this issue. Thank you very much.

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Tanushree Maiti
Tera Patron

Friday

Hi @JoshuaBagun 

 

Refer: KB0787998 Chats are not routing to agents in advanced work assignment 

KB0952786 How to troubleshoot AWA (Agent Chat) assignment issues 

 

 

Also check this: https://www.servicenow.com/community/workforce-optimization-forum/advanced-work-assignment-ensuring-...

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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JoshuaBagun
Giga Contributor
In response to Tanushree Maiti

Friday

Hi @Tanushree Maiti 

unfortunately, after reviewing the related articles I am unable to find solutions from them. the issue in our instances is that after setting the status to Available and then unchecking other cases from the inbox status the agent is still receiving cases from the unchecked cases which is supposed to not happen at all. kindly see the sample status image provided thank you.

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