Agent is not receiving Chat Interactions Issue ProblemA user is not receiving Chat Interactions in the Service Desk team since months ago. Steps to reproduce Agent opens Service Operations WorkspaceAgent sets Inbox status to AvailableUser creates a new chat on portalExpecting to the agent to receive chats but nothing was sent. ReleaseGenericCauseRoot Cause In this case it is because: 1. The agent had many pending items with a status of 'Closed Escalated', which occupied capacity and prevented new chat interactions from being assigned. 2. The Chat channel conditions required items to be 'not one of' 'Close complete' or 'Closed Abandoned', and the pending 'Closed Escalated' items blocked the capacityResolutionSteps to Resolve1. Verify the agent's capacity by checking if there are pending items that may be occupying capacity. 2. Identify items with a status of 'Closed Escalated'. 3. Update these items to 'Close complete' or 'Closed Abandoned' to free up capacity.