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