SAP Knowledge Base Article - Public

3606749 - In-Person Option Not Displayed in Agent Desktop Interaction Log Section

Symptom

When trying to create an In-Person interaction via the Agent Desktop, you are unable to find the option available.

Environment

SAP Service Cloud Version 2.

Reproducing the Issue

  1. Logon to the affected SAP Service Cloud Version 2 environment.
  2. Navigate to In-Person Interactions work list.
  3. See there is no + button to create a new interaction.
  4. Navigate to Agent Desktop work list.
  5. See in the Interaction Log, the option "In-Person" is not displayed.

Cause

In case the business services are added to the user business role and the set up is done, the option "In-Person" might be hidden in the UI adaptation.

Resolution

Please follow the steps below to make the option visible:

  1. Once in the Agent Desktop work list, click on the User Profile.
  2. Click Start Adaptation.
  3. Click to edit the section where the options "Call" and "Chat" are displayed.
  4. Check the toggle "Show Hidden Items".
  5. See the options is hidden.
  6. Click on "Mark as Visible".
  7. Click "Apply".
  8. Click "End Session" on the adaptation mode.

See Also

In-Person Interactions

Keywords

In-Person, Person, In, In-Person Interaction, Interaction, Interactions, Agent Desktop, Agent, Desktop, Option, Button, Missing, Hidden, Hide, Create, Unable to Create, SAP Service Cloud Version 2, Version 2, V2, How To, Interaction Log, , KBA , CEC-CRM-PER , Person Interaction for SAP Sales/Service Cloud , CEC-CRM-AD , Agent desktop - live channels , How To

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions