Hi ​@SGANESH 603b992 jcboe Are you using the default Agent Role permissions? If so that is a read only permission that does not give the Agent level the ability to see unassigned queue (out of the box) unless it has been manipulated.

Please let me know and I can troubleshoot further.

Hi Melissa - we are using the default agent role permissions - I have one agent in particular - avaz@jcboe.org that is saying he is seeing all the unassigned tickets on his queue 

​@SGANESH 603b992 jcboe I’m sorry for the late response, I did not receive a notification for your response.

I look at the permissions for this User, which as you specified, is under the default agent role permissions. As I stated above, the O.O.B Agent permissions does NOT give the ability to see the unassigned queue. The permissions on your site are setup correctly, from what I can see as well.

I would submit a ticket with out support to get them to investigate further, incase I am missing something.

Thank you!