Please raise a new message Rajeev.
You need to specify:
- WHICH inbox (there are so many now)
- what Task you are using for your user decision (it's possible to use custom tasks so...),
- what the Agent Assignment is against that task,
- and whether you have checked if the work item is coming through for the same user but using a different inbox.
But please put all of that in a NEW discussion ... this one is way too long and too old