Agent is not getting the notification that a new interaction is available even when the status is set to Available in Agent Workspace


Description

When an agent is Available in Agent Workspace, and a user initiates a chat using Virtual Agent, agent does not see the work item. The user just gets a message saying 'Routing you to a live agent...'

Cause

Default value set in sys_dictionary table for assigned_to field on interaction table. Because of this, the interaction gets assigned to the user itself by default and Work Item (awa_work_item) record is never created.

Resolution

Remove the default value and any dependent fields set in assigned_to dictionary for interaction table