Hi all - I have had the unhappy news that this was caused by our downgrade to GROWTH from PRO.
We lost Custom Objects and that WF uses CO to assign our Agents.
I didn’t realize (and wasn’t informed by FW staff) that the Custom Objects module was not included in the GROWTH plan or I might have fought harder to stay at PRO. TBH we’re pretty shallow users of FS except for Analytics which is my official area of expertise.
FW has given us an extension and I am working on creating replacement automation (WF + workaround).
Happily I seem to have found a workaround where I use some Supervisor Rules to check a free-text field field (email addy) and then update the Agent based on what’s there e.g. rick@gmail.com > agent = Rick; morty@gmail.com > agent = Morty.
TY @JTAVOLARO and @eeha0120 and @rajagopal.baladhandayutham for your inputs.
Cheers,
Bryn