Emails come in the system and get assigned to the queue, but not getting assigned to the agents. This is intermittent behavior.
You will see in table egpl_casemgmt_activity that the ASSIGNED_TO field getting populated with "-1". The reason emails are not being assigned to the agent by round robin is probably because table egpl_user_load has wrong entries in it (due to user load sync issues, bug/cdet CSCti45958).
Workaround The only workaround available is to update table egpl_user_load and set the count field (which is the load) to the correct value and restart workflow process and instance.
Note: Replace xxxx with the actual user id. Count=N, where N is total number of activities that are in 5000/5100 and 5000/5900 status/sub_status in table egpl_casemgmt_activity. In other words, N should be equal to the result of the below query (for a particular user). For entries which are not present in below query result, for that user set count to zero.
select assigned_to,activity_type,activity_sub_status,count(*)ascountfromegpl_casemgmt_activity where assigned_to =<USRER_ID>and activity_status=5000 groupby assigned_to,activity_type,activity_sub_status
Note: After updating the DB, be sure to restart workflow process and instance.
Resolution Upgrade to CIM 4.3. Issue is addressed in CIM 4.3 where table egpl_user_load is converted to view on egpl_casemgmt_activity, so the user load not in sync issue is non-existent in 4.3 release.