Live Agent Chat not receiving work items and some chats are opened for guestsIssue Despite setting to the "available" state, agents are not receiving chats on their workspaceCauseAgent "capacity in use" might not have reset after addressing the previous chatResolutionGo to the Service Channel "Chat" from the below URL: https://<your-instance>.service-now.com/awa_service_channel_list.do Restart the "Chat" Service Channel using the steps below: Uncheck the Active field on the service Channel and Save it.Check the Active Field on the service Channel and Save it. This change will restart the Service Channel and will reset the "Capacity In Use" for all the AgentsRelated LinksChats are not routing to agents in advanced work assignment