Skip to main content

Notifications

Service | Customer Service, Contact Center, Fie...
Answered

Integration of Power virtual agent with Omnichannel customer service- Unable to add Live chat agent for Live agent Queue in Omnichannel Administration app

Posted on by 30

Live-agent-Queue.pngThis is the routing rule where the Live chat agent Queue is assigned

I have integrated the Power Virtual agent with dynamics 365 Omnichannel customer service with a trail environment. Wanted to test live chat feature in Omnichannel customer service . Created a bot in Power virtual agent which has Transfer to agent node and connected it with the Omnichannel channel administration app. Further I have added Queues for Bot and Live agent to distribute the conversation . During the Live chat Agent Queue creation , I have selected the existing user and clicked on add and save buttons. But the live chat Agent is not  reflected on the Queue screen .

I have referred the below documentation for the implematation.

docs.microsoft.com/.../create-queues-oca

 

Please find the attachments and guide me to know what is the solution for this.

Thanks in advance,

Nikhitha

  • Verified answer
    dian74 Profile Picture
    dian74 2,473 Most Valuable Professional on at
    RE: Integration of Power virtual agent with Omnichannel customer service- Unable to add Live chat agent for Live agent Queue in Omnichannel Administration app

    I believe the live agent needs to have the Omnichannel agent security role in order to show up.

    Please mark as verified if helpful.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Complete!

🔔 Be sure to subscribe to the new forums you are interested in to stay up to date! 🔔

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,902 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,336 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans