Is there a way for me to transfer customers to agents within Teams when they need to escalate to a human?
We don't use Dynamics so Omnichannel isn't an option.
I'm wondering whether or not I could put something together with Power Automate which essentially looks at the status of a set group of people, and then transfers to the first available agent based on 'Teams Status'?
Not idea, and would leave a reporting gap, but better than nothing!
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