What's happening?
Agent scripts intermittently fail to load when opening existing cases in Dynamics 365 Customer Service. Users receive an error message stating: "Agent scripts haven’t been created or couldn’t load. Please contact your administrator." However, scripts load correctly when creating new cases or randomly upon reselecting the existing case.
Reason:
Agent scripts are designed to be associated with the session, not the sub-tab. If the agent script is not properly associated with a session template, it may fail to load consistently based on the type of session opened.
Resolution:
- Ensure that the agent script is correctly associated with a session template.
- Verify that the version of "msdyn_agentscripts" has been updated appropriately to utilize the "Set Agent Script Focus" macro. Refer to the following documentation for details on setting agent script focus: Use session connector macros | Microsoft Learn
- Set Agent Script Focus Macro
For additional guidance on managing agent scripts and session templates, refer to the following documentation:
- Guide agent with scripts
- Manage agent scripts
- Associate an agent script with a session template
- Manage session templates
- Configure agent experience profiles
- Configure macros to improve agent productivity