Advanced Work Assignment - Users are showing as available in unexpected channels - Support and Troubleshooting

Advanced Work Assignment - Users are showing as available in unexpected channels Problem When some agents toggle their availability, the tables show them as active in channels where they should not be a member.

Steps to Reproduce

Go to service operations workspace Make the agent available The agent goes available for not subscribed channels Root Cause Most probable cause is the channel was disabled without removing from the presence when it was available and/or the user could be removed from any group that belongs to those channels using any script.

Steps to Resolve 1. Use any agent that has the issue 2. Be sure that agent is moved to offline status 3. Go to https:// /awa_agent_channel_availability.list 4. Filter the results when agent = [agent name] 5. You will have a record with the channel name that appear available 6. Delete that record 7. After the delete is done, be sure the record is not there 8. Make [agent name] available and check if that user is available on the unexpected channel or not Note: This can be done for the other unexpected channels as well