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Power automate for checking Agent availability

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Posted on by TV-03050653-0

Hi,

Currently we have a power automate that checks the opening hours of the customer service, for redirecting the customers to live agents.

We want to expand this flow with it checking if the live agents status are available or not, and based on that triggering another flow.

When our employees are locking the PC, their status is going to /away/, so when there is nobody to pick up the chats, it will trigger a flow for other contact options.

So: chat > escalating > check opening hours > check agent availability > trigger flow

Is this possible with power automate, is the status data available in dataverse?

Thanks!

Regards Theun

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Expiscornovus 53 on at

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My suggestion would be to look into the getPresencesByUserId method of the Graph API:

https://learn.microsoft.com/en-us/graph/api/cloudcommunications-getpresencesbyuserid?view=graph-rest-1.0&tabs=http

This method supports up to checking the presence of a maximum of 650 user IDs in one API request. You can use this request in for example a HTTP action.

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PerezAguiar Microsoft Employee on at

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Hey

Which "presence" you want to use? The one on Customer Service or the one on MS Teams? If it's the one on teams, as indicated below, this goes with Graph API, and you can use powerautomate to get this status. However, MS Teams Presence is NOT the same as Omnichannel Presence. Omnichannel presence has different values, different status, and rules.

ON https://learn.microsoft.com/en-us/dynamics365/customer-service/use/oc-manage-presence-status#how-presence-status-is-updated you have some relevant information. Specifically, the automated presence calculations that include logging out, being away, locking, etc. So instead of configuring a powerAutomate, you might have: When the Chat receives the "Escalate" request, redirect to a particular workstream, the Queue on the Workstream should have "business hours" calendar, and the queue members should correctly set their presence when they start their work.

Regards,

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JasR on at

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Hi

Not really an answer but a question on how you created power automate that checks the opening hours of the customer service? I'm trying to do the same but struggling.

I know I can do something like this

https://XXXX.XXXX.dynamics.com/api/data/v9.2/calendars(dcb1230a-2ef4-ea11-a815-000d3ab55801)/Microsoft.Dynamics.CRM.ExpandCalendar(Start=@d1,End=@d2)?@d1=2024-05-01&@d2=2024-05-10

but aren't sure how to understand the values / implement it.

Any help is greatly appreciated.

Thanks

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RK-14110740-0 3 on at

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Hi JasR,

I am in the same boat. Can you share me how do you check 'Opening hours' using Power Automate?

Did you manage to solve this issue (availability of Agents)? If so would you like to share your solution?

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