Agent User is displayed that belong to Service Channels that is not part ofIssue ProblemAn agent user is displayed that belong to Service Channels that is not part of Steps to reproduce Connect to the agent with issuesGo to workspace and set a Available to accept itemsGo to Advanced Work Assignment > Management > Agent presence & capacitySearch by the agent Observed there are channels where the agent is available but that agent does not belong to those groups ReleaseGenericCauseRoot CauseOn this case, the user was previously assigned to groups associated with unintended channels, and removing the user from those groups did not automatically remove the existing channel records in the system. Note: Stale records in the 'awa_agent_capacity' and 'awa_agent_channel_availability' tables persisted due to the user's prior group membership, causing the user to appear in incorrect channels.ResolutionSteps to Resolve Go to awa_agent_capacity.list and query by the agent with issuesRemove the rows for the incorrect channelsGo to awa_agent_channel_availability.list and query by the agent with issuesRemove the rows for the incorrect channels Note: Before making changes, create a backup of the relevant records to prevent data loss.