The work items are stuck in the queued state and available agents are not getting chat in the inbox cardSummaryThe Max universal capacity column value on "awa_agent_universal_capacity" should be more than capacity in use column on "awa_agent_presence_capacity" for the agent to receive the work item.If an agent's current capacity equals the maximum universal capacity, additional work items won’t be assigned to the agent.Related LinksConfigure an agent's maximum universal capacityhttps://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/administer/advanced-work-assignment/task/awa-universal-capacity.html