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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Agent Presence not loa...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Agent Presence not loaded in omnichannel for customer service

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Posted on by Omnichannel for cus... 32

Agent presence is not loaded in omnichannel for service.I covered all the following points

1.provided data access consent

2.Assigned the following security roles

->omnichannel Agent

->omnichannel Supervisor

->omnichannel admin

->customer service app access

->CSR

->productivity tool user

->productivity tool admin

3.Gave user capacity,presence in user profile

But still Agent presence is not loaded.Thanks in advance

I have the same question (0)
  • eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at

    Hi

    Have you configured a channel (eg WebChat), queues, and assigned at least one agent to it?

  • Omnichannel for customer service Profile Picture
    Omnichannel for cus... 32 on at

    Configured Channel ,Assigned queue and assigned a user agent to it. I followed all steps in the documentation

  • POJA85 Profile Picture
    POJA85 175 on at

    If you have followed the configuration setup as mentioned, try to login incognito mode. 

  • ZeeshanGhause Profile Picture
    ZeeshanGhause on at

    Hi Poja!

    but it didn't worked too

  • POJA85 Profile Picture
    POJA85 175 on at

    Check Azure and Azure AD app, that consent is given to the Omnichannel for Customer Service application on your tenant. Go to Authorize access to get access.

    Ensure the agent account has values set for Capacity and Default presence within the Omnichannel Administration app.

    See if these help. 

  • ZeeshanGhause Profile Picture
    ZeeshanGhause on at

    Do you have screen shots? that will be great

  • POJA85 Profile Picture
    POJA85 175 on at

    Start with the Omnichannel Admin:

    pastedimage1593076464524v1.png

    Click on "Users" and make sure you have chosen the "Omnichannel Users" view. Do you have users on this page? Do they have a capacity? (100 in my screenshot example)

    And then make sure this or these users are added to the queues that you have set up. 

  • Sindhujathota Profile Picture
    Sindhujathota 10 on at

    I am also facing the same issue. Are you able to resolve the issue?

    If resolved please share the solution

  • Yves Kerwyn Profile Picture
    Yves Kerwyn 5 on at

    Same here, doesn't work since the update to wave 2, opened a support ticket 1 hour ago...

  • Suggested answer
    victorsolaya Profile Picture
    victorsolaya 5 on at

    I have just written a blog post about that.

    www.victorsolaya.com/.../

    Probably this is the same issue as you were having.

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