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NicholasPlant
Level: Powered On

Any way to make the PVA hours / agent capacity aware so that offer to transfer to live agent in Omni Channel becomes conditional ?

Is there any way to make the PVA used in an Omni Channel web chat widget aware of the operating hours of live agents and / or their available capacity ?   I see that in the chat widget there is a "Platform Bot"  generating messages such as "an agent will be with you in a moment" but as far as I can see there is no user (i.e. D365 admin) control over this bot at this time (it would be interesting to know if there is / will be) admin control over the "Platform Bot".  But ultimately the goal is to have the chat widget operational 24/7 to field queries but for the PVA to be aware of whether there is an agent actually online and with capacity to handle the transferred chat before it offers to transfer to the live agent and if there is no agent immediately available the PVA would take a different course of action such as offer a call back. 

1 REPLY 1
Microsoft pawan-msft
Microsoft

Re: Any way to make the PVA hours / agent capacity aware so that offer to transfer to live agent in Omni Channel becomes conditional ?

@NicholasPlant - Thank you for your interest. It's great to see you up and running with Omnichannel. You bring up an important scenario. We do not provide support a bot to check an agent's operating hours before deciding whether to escalate or not today - it's on our roadmap. For the time being, you may need to explore how to achieve this through creatively crafting routing rules in Omnichannel.

 

All the best!

 

Thank you,

Pawan

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