Agent Scripts in Omnichannel screen for agent

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Posted on by Duy Bao VN1

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.

Do we have to do any step to achieve this.

Thanks.

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Community Member Microsoft Employee on at

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RE: Agent Scripts in Omnichannel screen for agent

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.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Duy Bao VN1 80 on at

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RE: Agent Scripts in Omnichannel screen for agent

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 Microsoft Employee on at

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RE: Agent Scripts in Omnichannel screen for agent

Hi partner,

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

Regards,
Leah Ju