View a list of unassigned interactions in Advanced Work Assignment from chat and phone that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are not being assigned.

Before you begin

Role required: awa_manager or admin

Procedure

  1. Navigate to All > Advanced Work Assignment > Management > Unassigned interactions.
  2. In the list, check the unassigned interactions: