Check unassigned interactions

task brazil Updated Sep 10, 2026 1 min read awa-unassigned-interactions.md

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

Navigate to All > Advanced Work Assignment > Management > Unassigned interactions.

In the list, check the unassigned interactions:

Field	Description
Number	Interaction number.
Type	How the interaction began (for example, chat, phone, or walk-up).
Created	Date that the interaction was created.
Opened for	Name of the user starting the interaction.
Account	Name of the company that is associated with the interaction.
Assigned to	User that is assigned to the interaction.
State	Status of the interaction.
Queue	Queue that is assigned to the interaction.
Offered on	Date that the interaction was first offered to an agent.
Rejected	Interaction that was rejected by the agent.
Timed Out	Interaction that has exceeded the timeout specified in assignment rule.
Exceeded Queue Target Wait Time	Interaction that has waited longer than the target wait time of the queue.

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---
title: Check unassigned interactions
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/conversational-interfaces/advanced-work-assignment/awa-unassigned-interactions.html
release: brazil
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# Check unassigned interactions

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** &gt; **Advanced Work Assignment** &gt; **Management** &gt; **Unassigned interactions**.

2.  In the list, check the unassigned interactions:

    |Field|Description|
    |-----|-----------|
    |Number|Interaction number.|
    |Type|How the interaction began \(for example, chat, phone, or walk-up\).|
    |Created|Date that the interaction was created.|
    |Opened for|Name of the user starting the interaction.|
    |Account|Name of the company that is associated with the interaction.|
    |Assigned to|User that is assigned to the interaction.|
    |State|Status of the interaction.|
    |Queue|Queue that is assigned to the interaction.|
    |Offered on|Date that the interaction was first offered to an agent.|
    |Rejected|Interaction that was rejected by the agent.|
    |Timed Out|Interaction that has exceeded the timeout specified in assignment rule.|
    |Exceeded Queue Target Wait Time|Interaction that has waited longer than the target wait time of the queue.|