WHy the work items stays in active=falseSummaryWhen checking the work item table there is a field called active. This field is different from the one in the incident or task table. Once a user has started an interaction and once a chat is being assigned to the agent then a new work item gets created. And if the chat is being transferred to a different agent or different queue then the work item which is being created will be set to active=false and a new work item gets created with active=true