Chats are getting timed out for all agents because of high capacity number then don't show at all.Issue Some chat interactions are stuck in a queued state and do not show up for any agents in their Workspace inbox. If you check the awa_work_item_rejection table you should see rejections for all logged-in agents for that work item. ReleaseAll releases after MadridCauseIf the agents are unable to pick up a work item before it times out, then we do not show that work item back to the same agent. If the same work item is shown to all agents and rejected or timed out then it will stay in a queued state. ResolutionTwo possible ways to resolve this issue according to your requirements: Set Rejection handling to Reassign on timeout for the related Assignment Rule. The timed-out work items will be re-offered to the agents. Configure agent assignment rulesAlso make sure that there is at least one Reject Reason that has been marked as reassignable (Reassignable = true)Configure reasons for rejecting work items In the work item table 'awa_work_item', update the records that have been rejected or timed out by all agents to a Cancelled state. To prevent this from happening regularly we suggest increasing the amount of time that a work item is available for an agent before timing out or reduce the max capacity for the agents so they are able to get to assigned items quicker. Advanced Work Assignment