Can Agents Reject Cases in AWA?

Explanation:

In AWA, agents have the ability to reject cases that are assigned to them. However, there are specific conditions that must be met in order for agents to reject a case. Agents can only reject a case if it is in the Resolved state and with supervisor approval.

It is important for agents to follow these guidelines in order to maintain the integrity of the case management process. By ensuring that cases are only rejected under the appropriate circumstances, agents can help ensure that cases are handled efficiently and effectively.

Agents should be aware that they cannot reject cases that are not in the Resolved state or cases that do not have supervisor approval. This ensures that cases are only rejected when necessary and with proper oversight.