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Hi everyone,
I have a lot of questions about PVA. Even after reading the documentation, I'm still a little confused. I work for a French multinational company and I'm an intern. I have a project to bring the tool into the company and expand it even further. I would appreciate your help on this journey.
Here are my questions:
If anyone would like to contact me here to help me out a bit more, I would be incredibly grateful. 🙂
Well, if you can define the routing logic (e.g. list of agents, skills, etc.) in a place that Power Automate can access, yes, potentially, but that's of course a lot of custom logic and rules to implement.
Given your description, this sounds more like something Dynamics 365 customer service would address natively: Overview of unified routing | Microsoft Learn. But that would also be an enterprise application project, so not something you would use PVA for Teams for.
@HenryJammes
When I mentioned routing calls to specific agents, I was referring to the process of directing customer inquiries or issues to the most suitable support agents based on their expertise or availability.
This routing mechanism can help improve the efficiency of customer support by ensuring that complex or specialized queries are handled by the right personnel, ultimately leading to a better user experience.
But is it possible to do this through Power Automate?
Hi @Guilherme_S
What do you mean route calls to specific agents?
When a conversation is escalated in PVA, you could consider starting a new Teams chat between an agent and the user, through Power Automate.
Henry
Hey @HenryJammes
I'm working on my bot in Power Virtual Agents for Teams, and I have a question. Is it possible to set up a flow that routes calls to specific agents from a department using the bot? If so, could you provide me with information or guidance on how to achieve this integration?
Hi @Guilherme_S
You should be able to use Power Automate cloud flows from Power Virtual Agents to connect to your existing systems. Regarding scale, 3500 users shouldn't be a concern, especially as I assume they won't all be using the chatbot at the same time to raise support requests.
We're in the process of publishing new guidance on PVA to help on implementations. Keep an eye out in the upcoming weeks 🙂
Henry
Thank you for your inquiry, Henry.
Regarding the volumes we are currently handling, today we are serving approximately 3,500 users within our organization, and we utilize Microsoft 365 Enterprise for our operations. As we explore the possibilities of using the bot for functions like opening support tickets, we anticipate several challenges that we would like to better understand and address:
Integration: Integrating the bot with our existing systems, such as our help desk ticketing system, is a key consideration. Do you have any insights or recommendations on how we can achieve this integration more efficiently?
Scalability: With our user base, we need to ensure that the chatbot can effectively handle a potentially large number of requests for functions like opening tickets. Do you have any insights on best practices for ensuring scalability with similar user volumes?
Your insights and recommendations on addressing these challenges would be greatly appreciated as we embark on this journey. We aim to leverage the bot to enhance our operations and provide better support for our employees.
Once again, thank you for your assistance.
Hi @Guilherme_S,
Your chatbot can open a Help Ticket through a Power Automate cloud flow that you call from PVA, inside a topic.
Call a flow as an action - Power Virtual Agents | Microsoft Learn
Are you using the PVA for Teams version? If yes, the limits are detailed here: Quotas, limits, app registration, certificates, and configuration values - Power Virtual Agents | Microsoft Learn
I wouldn't be too concerned for internal employee chatbots, but what volumes are you looking at?
Henry
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