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We have a PVA bot configured to hand-off to a live agent via Omnichannel -> D365 CS whenever a client issue cannot be solved by the virtual agent (bot) itself.
One of the requirements is that the escalation is only executed when at least 1 agent is available or busy. When there are none, we would like to display a custom message to clients to use other methods of communication and provide tel. num. for example.
How can this be achieved? At present I am querying the Users and Agent Status History tables and filtering as follows but I am thinking maybe it is not the cleanest solution. Any ideas / suggestions?
Thanks for your time.
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