Troubleshoot Issues in Agent Embedded for Microsoft Dynamics

If you are using CXone Mpower Agent Embedded for Microsoft Dynamics, you may experience the following issues.

Screen Pops Not Working

If screen pops A pop-up window with information about the contact that appears on an agent's screen after an event such as connecting to a contact. are not working in Agent Embedded for Microsoft Dynamics, follow these steps to resolve the issue.

These steps only apply if you are using Channel Integration Framework (CIF) v2.0.

1. Make sure the agent experience profile has the Read session template (prvReadmsdyn_sessiontemplate) privilege assigned to it.

   1. Open Microsoft Power Apps.

   2. Go to Apps > All Apps.

   3. Click Customer Service Admin Center.

   4. In the left menu, go to Agent Experience > Workspaces.

   5. In Agent Experience Profiles, click Manage.

   6. Select the agent experience profile for your agents using Agent Embedded for Microsoft Dynamics.

   7. Verify the agent experience profile has the Read session template (prvReadmsdyn_sessiontemplate) privilege assigned to it. Both the App Profile Manager Administrator and App Profile User roles have this privilege.

2. Make sure the session template's owner is the business unit of the agents using Agent Embedded for Microsoft Dynamics.

   1. In the Microsoft Power Apps Customer Service Admin Center, go to Agent Experience > Workspaces in the left menu.

   2. In Session Templates, click Manage.

   3. Select the session template for Agent Embedded for Microsoft Dynamics.

   4. In the Owner field, search and select the business unit of agents using Agent Embedded for Microsoft Dynamics.