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

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Posted on by Nikhitha Sowjanya

This 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

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dian74 2,477 Most Valuable Professional on at

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

Please mark as verified if helpful.

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