Hi Gregory
Are you able to check the SWI2* transactions to see if it's unassigned. Within /OPT/VIM_WP you can see the item and might be able to process/forward it from there instead of SWIA.
I suggest you check Fail Safe configuration and put a user in there as fall back if the VIM logic cannot find an agent for next time round.
As a note, the current Agent in your screen shot is probably showing the firs agent in the list that meets the criteria. To the right of the VIM WP screen you can see details and check for the available agents. If in doubt that the item is in their inbox you could check SWI5 to see what unprocessed items are there.
But ultimately, as Sue has mentioned it's a bit hard to help without knowing OpenText business configuration and set up in your system.
Regards
Colleen