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Can you access getAgentAvailability for a workstream from the Copilot Bot that is handling your omnichannel traffic (chat)

Posted on by 43

I want to use https://learn.microsoft.com/en-us/dynamics365/customer-service/develop/reference/methods/getAgentAvailability "getAgent Availability" to determine if any HUMAN agents are available before allowing someone to escalate from a PVA bot to an Omnichannel queue.

 

Is it possible to do that?

 

I was imagining that the bot picks up all chats initially, offers options for support but if they want to escalate to a human, I  need to see if a human is available, otherwise I can just point them over to create a case in our support portal.

  • jbrassard Profile Picture
    jbrassard 5 on at
    Re: Can you access getAgentAvailability for a workstream from the Copilot Bot that is handling your omnichannel traffic (chat)

    Hi, did you finally manage to find a way to achieve this?

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