Omnichannel Inbox Showing Open Work Items from Queues Agents Are Not Members Of

What's happening?

Agents using the Inbox are seeing open work items from queues they are not members of. Agents should only see work items from queues they are explicitly part of.

Reason:

This can occur due to caching of queue membership information. When an agent's queue membership is modified by an administrator, the updated queue information may not immediately reflect in the agent's inbox due to cached queue IDs used for performance optimization.

Resolution:

To resolve this, agents should try using Ctrl+F5 to clear the browser cache and reload their session in the Customer Service app, then reopening Inbox.