Transfer ongoing conversation to another queue or agent via API or rule

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Posted on by Sergio Banguero

Hi Experts!

We are moving out of our legacy IVR into Omnichannel for customer service.

One challenge we are facing is that after calls are routed to a Queue, customers just hear music until somebody pick up.

Typically IVR have the ability to tell the user, all our agents are busy, if you want to leave a voicemail press 1, if you want to continue waiting press 2.

Routing rules don't work, they seem to be only triggered when a conversation reaches the workstream.

I found a way to trigger this flow, but I have not found a way to action it. I mean, a way to transfer the conversation to another queue or agent (bot would be the agent)

I tried directly in the dataverse conversations table but it didn't work.

I also checked /Automatic record creation and update rules/ for cases, but it does not seem to apply for conversations :(

So I am stucked and need help! :(

Thanks in advanced

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Leah Ju Microsoft Employee on at

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Hi Partner，

In Omnichannel for Customer Service, you can integrate both Azure and Power Virtual Agents bots to perform tasks like starting a conversation with the customer, providing automated responses, and then transferring the conversation to a human agent, as required.

https://learn.microsoft.com/en-us/dynamics365/customer-service/overview-bots
I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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Sergio Banguero 4 on at

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Hi @Leah

Yes, I know we can integrate Azure and PVA Bots.
The challenge here is the trigger for the bot.

We need to trigger a bot when customer wait time exceeds X, not when avg customer wait time (on the queue) exceeds X time.

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Yoan L 48 on at

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Hey Sergio,

I got the same business requirement as well and not sure whether you got the solution or not. Please share if you got a solution to handle this scenario.

We found this article which new feature will be in Public Preview this December which probably only in the US.

https://learn.microsoft.com/en-us/dynamics365/release-plan/2023wave2/service/dynamics365-customer-service/use-overflow-handle-lengthy-wait-times-queues

If MS can enable this feature as quick as possible, that would be helpful.

Regards,

Yoan

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bmarcurella 45 on at

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We are experiencing the same issue with ours. The logic Microsoft implemented doesn't make any sense as it does average wait times instead of allowing you to set it. This makes testing extremely difficult also when you are trying to see expected outcomes. We are waiting until December as we were told to upgrade to the Release Wave 2 and the feature requirement changed shortly after as it wasn't included. I am all up for ideas if anyone has any but this one has baffled me.

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