Advanced Work Assignment Queue Prioritization Not Working as ExpectedIssue ProblemAdvanced Work Assignment (AWA) is not prioritizing cases by criticality as expected on the Service Channel channel. After creating an additional queue to prioritize cases, critical cases still did not appear first in the agent queue. Steps to reproduce 1. Go to Advanced Work Assignment > Settings > Channels2. Add some queues in specific order to validate criticality3. When item is created did not appear first in the agent queue ReleaseGenericCauseRoot CauseThe agent inbox is designed to place newer work items on top when they arrive, overriding the priority order. ResolutionSteps to ResolveYou can Configure the 'Work Item Sort Order' related list on the queue to set the priority field with ascending order with only one queue. This ensures AWA reviews items in the correct priority sequence. The issue here is the agent inbox displays items as they arrive, with newer items appearing on top, regardless of priority. This is by design. But if there are multiple pending items to be assigned, the AWA will sent the priority one to the queue but the other items will be on top when arrive to the agent.