You must create an agent experience profile, assign agents to it, enable all active channels, and assign a third-party voice channel provider to start using the CIF 2.0.
Before you begin
Ensure that you are on the Customer Service admin center Power App page.
Procedure
In the side pane, in the Agent experience section, click Workspaces.
Dynamics 365 displays the Workspaces customization page.
Next to the Agent experience profiles section, click Manage.
Dynamics 365 displays the Agent experience profiles page with a list of the existing agent experience profiles.
At the top of the page, click New.
Dynamics 365 displays the Create a new agent experience profile window.
In the Name field, type a name for the new agent experience profile.
For example, type CIF 2.0.
In the Unique Name field, type a unique name in the <prefix>_<name> format.
For example, type CIF_2.0.
In the Description field, type a profile description.
For example, type Channel Integration Framework 2.0.
Click Create.
Dynamics 365 creates the new agent experience profile.
