Showing results for 
Search instead for 
Did you mean: 
Advocate I
Advocate I

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. 


@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,


Helpful resources

Microsoft Ignite

Microsoft Ignite

Join digitally, March 2–4, 2021 to explore new tech that's ready to implement. Experience the keynote in mixed reality through AltspaceVR!

New Super Users

Meet the Power Virtual Agents Community Super Users!

Congratulations to our Season 1 2021 Super User Crew!

PVA Commnity Blog

NEW Power Virtual Agents Community Blog

View articles posted by fellow community members on the Power Virtual Agents Community Blog!

Microsoft Ignite

Microsoft Power Platform: 2021 Release Wave 1 Plan

Power Platform release plan for the 2021 release wave 1 describes all new features releasing from April through September 2021.

Top Kudoed Authors
Users online (19,520)