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Service | Customer Service, Contact Center, Fie...
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Agent Scripts in Omnichannel screen for agent

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Posted on by 80

Hi all,

We have enable productivity pane (which contain agent script) in Omnichannel and add user into it. After we have set up security role for user who is omni agent but when chat routed to agent, the productivity pane (and agent scripts) is not appear as expected.

pastedimage1626767395226v1.jpeg

pastedimage1626767443410v2.png

pastedimage1626767468172v3.png

Do we have to do any step to achieve this.

Thanks.

I have the same question (0)
  • Community Member Profile Picture
    on at

    Hi partner,

    Maybe you can assign security roles to the users based on following screenshot:

    pastedimage1626773615804v1.png

    Regards,
    Leah Ju

  • Duy Bao VN1 Profile Picture
    80 on at

    Hi Leah,

    I've already added Omni channel role for all these users and "productivity tool" role but it's still not work.

    Thanks.

  • Community Member Profile Picture
    on at

    Hi Partner,

    You can check steps based on following link:

    Using App Profile Manager to Toggle Productivity Pane in Omnichannel - Carl de Souza

    Also, you can add existing user-- 'System Administrator' to check it.

    pastedimage1626861234780v1.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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