Step 3: Attach Omnichannel Agent Dashboard-related action calls to events

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

This topic describes how to attach Omnichannel Agent Dashboard-related action calls to the out-of-the-box events in Unified Service Desk for Dynamics 365 Customer Service.

Prerequisites

• You must have required Dynamics 365 Customer Service permissions to configure Unified Service Desk and access the required Dynamics 365 Customer Service entities. More information: Access management in Unified Service Desk

• You must have completed Create agent and supervisor configurations in Unified Service Desk, Step 1: Create Omnichannel Agent Dashboard hosted control, and Step 2: Create Omnichannel Agent Dashboard-related action calls. The configurations that you completed are required for this topic.

• You must be familiar with the following concepts in Unified Service Desk:

  • Unified Service Desk Hosted Controls

  • These three types of hosted controls: Connection Manager, Global Manager, and Panel Layout. More information: Hosted control types, action, and event reference in Unified Service Desk

  • Filter access using Unified Service Desk. More information: Manage access using Unified Service Desk configuration

Attach the action calls to events

1. Sign in to the Dynamics 365 instance.

2. Select the Down arrow next to Dynamics 365.

3. Select Unified Service Desk Administrator.

4. Select Events and then select the event to which you want to add the action call. Select BrowserWindowReady.

5. Select Add Existing Action Call. The Lookup Records pane appears.

6. In the Lookup Records pane, enter the name of the action call you want to add. Enter Initialize Omnichannel Context - Agent Home Page in the search box and select the action from the list, and then select Add. The action call is added to the BrowserWindowReady event.

7. Select Save.

8. Repeat steps 4 through 7 to add the following action calls to the corresponding events.

   Event	Action call
   BrowserWindowReady	Initialize Omnichannel - Agent Home Page
   OpenConversationAsSession	Omnichannel Check Existing Session For Conversation Show My Work Items Error Toast Notification
   Refresh	Initialize Omnichannel - Agent Home Page
   DesktopReady	Load Agent Home Page

Next topic: Step 4: Add the hosted control, action calls, and events to configurations

See also

• Step 1: Create Omnichannel Agent Dashboard hosted control
• Step 2: Create Omnichannel Agent Dashboard-related action calls