In AWA, can a work item be routed to a queue instead of an agent? - Support and Troubleshooting

In AWA, can a work item be routed to a queue instead of an agent? Summary This question has actually been asked before a bit as this is a similar scenario we had with the old Chat (Connect). In connect you, you transferred to the group queue. This behavior was modified in AWA to transfer to an agent where you can control skills, capacity, etc.

There is no setting you can change for this. The idea of AWA is to push/offer work items to agents, not pulling. In Quebec, you can probably make the queue as external and have agent go to the interaction list and open one and use assign to me UI action, something like that, our developers do not think this is efficient though.