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Agent dashboard doesn't load or displays an authorization error

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This article provides a resolution for the issue where the agent dashboard in Omnichannel for Customer Service isn't loading or displays an authorization error in Omnichannel for Customer Service.

Symptoms

The agent dashboard doesn't load or shows an authorization error.

Cause

The issue might occur due to the following reasons:

  • Microsoft Entra consent isn't available for the Omnichannel for Customer Service app.
  • Agent doesn't have the Omnichannel Agent role privileges.
  • Agent isn't assigned to any queue.

Resolution

To resolve this issue, take the following steps:

  1. Contact your administrator to verify that Microsoft Entra consent is given to the Omnichannel for Customer Service app on your tenant. Go to Authorize access to get access. To learn more, see Provide data access consent.
  2. Ensure the agent account has the Omnichannel Agent role. For more information about the relevant roles, see Understand roles and their privileges.
  3. Ensure the agent account is assigned to at least one queue in the Omnichannel Administration app. To learn more, see Manage users in Omnichannel for Customer Service.