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Hey @Expiscornovus
Thank you for your solution, I'm just wondering how and where did you create the OutofBusinessHours variable and what was the formatting of the text within it? Thanking you in advance 😄
Hi @HarshChat,
Yes that would probably be possible by using the Dataverse connector. For example the Customer Service Schedule records should be retrievable via the Teams Engagement Contexts table.
I need assistance on configuring the PVA topic with Power Automate flow to return value based on the value into Dataverse (Operating Hours)
We have PVA configured in Omnichannel with a chat channel. We use the operating hours as 24X7 to ensure that the chatbot (with PVA) will always be on. In the cases where the customer wants to connect with a Live agent (during the request "Transfer to Live agent"). We want to run the additional check based on the operating hours configured into the system (Operating Hours).
As the operating hour's data gets stored into the calendar and calendar rule table, it isn't easy to read with power automate flow.
Need assistance on identifying the easy way to configure Working hours for "Live Agent" and during the escalation from Virtual Agent to Live Agent, the additional condition will verify that if the customer request falls under the Working hours or beyond working hours.f
Hi @HarshChat,
Like suggested in the other thread, you could use a flow for this to retrieve the current time. In the topic of the Power Virtual Agent you can check the outcome of that flow and show the appropriate message to the user.
Below is an example for 09-17.
1. The Topic setup. As you can see it calls a flow and retrieves the BusinessHours output. A condition checks what the outcome is. When it is equal to OutOfBusinessHours text it will show an opening hours message to the user.
2. The Get Business Hours flow setup. It uses the Business Hours text output variable. The value contains the following expression:
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if(and(greaterOrEquals(utcNow('HH'), '09'),lessOrEquals(utcNow('HH'), '17')), 'BusinessHours', 'OutOfBusinessHours')
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Michael E. Gernaey
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