Advanced Work Assignment Routing (AWA) Is Not Working - Support and Troubleshooting

Advanced Work Assignment Routing (AWA) Is Not Working Issue Problem Advanced Work Assignment (AWA) routing has stopped working for agents over the past few days. Cases were initially routed correctly based on the AWA service channel and queues, but routing is no longer functioning as expected.

Steps to reproduce

1. Impersonate an AWA Agent and make this Available on the workspace

2. Create a case with specific details for the channel/queue

3. Item is not assigned to the agent

Release Generic

Cause Root Cause A custom business rule was causing issues, preventing cases from being assigned to agents and leaving the item claimed for the agent but unassigned.

Resolution Steps to Resolve 1. Be sure to disable any custom business rule under awa_work_item table 2. Perform a cache flush by accessing cache.do 3. Attempt to reproduce the case routing again to verify resolution