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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / PVA Escalate topic: ch...
Service | Customer Service, Contact Center, Fie...
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PVA Escalate topic: check if the OC queue is outside operating hours

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Posted on by Jas09 14
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
  • Suggested answer
    Jas09 Profile Picture
    Jas09 14 on at
    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.



    Thanks
  • Verified answer
    Expiscornovus Profile Picture
    Expiscornovus 53 on at
    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
     
    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")
     
     
    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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