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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
Hey Selvi,
If you have performed all the action steps mentioned by you, there is one more step left which is Adding the user to the Agent experience profiles. Follow below steps
1. Open the Customer Service Admin center app, make sure you have the System Admin role
2. From the left navigation pane, Workspaces > Agent experience profiles > Omnichannel for Customer Service - default profile > Add the user
3. If you already have a Custom App profile assigned to the user, then open your App profile > Scroll down to the Channel provide section > Turn on All active channels
This should help - nishantrana.me/.../
I have just written a blog post about that.
Probably this is the same issue as you were having.
Same here, doesn't work since the update to wave 2, opened a support ticket 1 hour ago...
I am also facing the same issue. Are you able to resolve the issue?
If resolved please share the solution
Start with the Omnichannel Admin:
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.
Do you have screen shots? that will be great
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.
Hi Poja!
but it didn't worked too
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