Agent Still Receive cases even if the inbox status is unchecked

[JoshuaBagun]

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.

[Tanushree Maiti]

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-...

[JoshuaBagun]

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.