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PVA Escalate topic: check if the OC queue is outside operating hours

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Posted on by Jas09

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Hi

We're in process of setting up Chat workstream in Dynamics Omnichannel and have connected the Power Virtual Agent (no call Copilot bot) to the workstream. Does anyone know if (and how) we can check in the PVA Escalate topic if the queue is outside operating hours? If not we can then prevent the bot escalating to the agent. This way, the bot will not be able to escalate the chat to a live agent whenever it is outside of operating hours.

Thanks

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Jas09 12 on at

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PVA Escalate topic: check if the OC queue is outside operating hours

Hi Expiscornovus

I ended up using Power Automate similar to the method you describe except used the below. I think this will account for daylight saving tims changes in Europe.

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Expiscornovus 55 on at

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PVA Escalate topic: check if the OC queue is outside operating hours

Have you defined any openings hours in Customer Service Admin centre? You can create this record over here

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-operating-hours?tabs=customerserviceadmincenter#create-a-record-to-define-operating-hours

Alternatively, you could add a call an action step in your Escalate topic and check the current time with a Power Automate cloud flow or use Fx code for this

DateTimeValue(Now(), "en-GB")

https://powerusers.microsoft.com/t5/Calling-Actions-from-Copilot/Schedule-working-hours-in-PVA-Bot/m-p/1416827/highlight/true#M622

Below is an example of the fx code. You might want to add a condition as well to check these hours.

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