Work Items to PR Agents (Only one of two agents received)

Dear all,
I am facing a problem like this:
In my PR Workflow, the task TS00007986 is assigned agents by position. There is one position applied for a particular release strategy and there are two agents under this position.
Now, there is one PR created, it went to the correct release strategy and thus sent to the correct agent. However, only one of the agent is receiving that work item while the other don't. In another words, instead of sending to both the agents, only one received.
In SWEL, the possible agents are showing both agents' names, but the icon "In User's Inbox" is only appearing on one of the agent.
I would like to know, what would be the possible error for this and in such cases, how could I trace the errors?
Thank you very much in all advances.

Here's an update on this issue:
For example, the two agents are Agent A and Agent B.
I think Agent A and Agent B both received the work items. However, Agent A executed the work item but later canceled the action without processing the work item (approved or rejected the PR). When Agent A executed the work item, the same work item would be removed from Agent B's inbox, but it is still in Agent A's inbox.
The problem is, the work item has yet to be processed. In this case, how this issue should be solved (only processed work item is removed from all the agents' inbox)?
Thank you very much.

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