3683107 - Unable to Change Label “Accept” in Agent Desktop

• The label of the "Accept" button displayed in the Agent Desktop within the Service Work Center cannot be changed.
• Attempts to modify this label using Language Adaptation or Language Adaptation Add-On have been unsuccessful. 

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0 

Reproducing the Issue (Optional):

1. 1. Navigate to the Agent Desktop in the Service Work Center.
   2. Attempt to change the label of the "Accept" button using Language Adaptation.
   3. Search across all Work Centers for the text "Accept" – no matching entry is found.
   4. Attempt the same using Language Adaptation Add-On – no relevant text is located.

• The "Accept" button label is not configurable. This is by design and in accordance with SAP Accessibility Standards.
  • The "Accept" label reflects the agent’s action of acknowledging and taking ownership of an incoming interaction, such as a chat, call, or ticket.
  • This naming convention follows industry-standard terminology in service center operations, where agents "accept" incoming requests from a queue.
  • It is designed to be intuitive and action-oriented, reducing training efforts and aligning with familiar call center workflows.
  • It ensures a consistent user experience across all interaction channels, particularly in omnichannel deployments.
• While it is not currently possible to customize this label, we understand the importance of flexibility and encourage you to submit enhancement requests via the SAP Customer Influence Program.
• For all roadmap features, please visit:
  https://roadmaps.sap.com/board?PRODUCT=73555000100800003641&range=CURRENT-LAST#Q4%202024.
• Please note that any forward-looking roadmap item is subject to change and timelines are tentative in nature. 

Agent Desktop, Accept Button, Label Translation, Language Adaptation, UI Text, Service Work Center, SAP Service Cloud V2, Accessibility Standards, Omnichannel , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem