In AWA users are available in another service channels

[Niranjan2]

Hey everyone,

In AWA users are available in another service channels even though they are not part of that channel/group
Example: User part of SDE group is Appeared in COE Channel and SDE Channel, whereas base settings is configured correctly even though this issue arise.
COE Cases, Service Channel to deliver relevant work items to COEs whereas this is appeared in SDE group people. 
Any help/suggestions Appreciated.

[Community Alums]

Hi @Niranjan2 ,

In Advanced Work Assignment, it is not possible to restrict an agent's availability to a specific channel. The presence states are designed to represent the agent's overall availability, not availability for a specific channel.

One possible workaround could be to create separate groups for each channel (i.e., one group for the Case queue and another group for the Chat queue) and then assign agents to the appropriate group based on their skills and availability. This way, agents can become available for only the channel they are assigned to.

[Niranjan2]

Hi @Community Alums 
Thanks for the response,
We have all the groups, channels, queue, assignment rules are already setup. for each channel we have a separate group and queue as well. issue is Agent availability is showing for COE cases channel where as it should be only for SDE channel. I have checked all the AWA settings, seems no issues.