Example configuration Microsoft Power Automate to schedule callback when a dialogue is missed

Introduction

This example shows on how to automatically create a callbackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours. when a dialogue has been missed.

In addition it will also remove pending callback when the customer successfully

 

Configuration

  1. From your Office Portal, go to your Power Automate app

  2. Click "My Flows"

  3. Click "New" and "Create from Blank"

  4. Use "When an item is created" (SharePoint) as Trigger:

    1. Site = SharePoint UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. url where the dialogues are handled

    2. List Name = CallSummary

  5. Add action "Get Items" (SharePoint) and rename to "Get Skill id":

    1. Site = SharePoint UCC url where the dialogues are handled

    2. List = Skills

    3. Filter Query =

      Title eq '@{triggerBody()?['wsp_ucc_SkillChosen']}'

  6. Add action "Initialize variable" and rename to "Get Skill id":

    1. Name = SkillId

    2. Type = String

    3. Value =

      first(body('Get_Skill_Id')?['value'])?['id']

  7. Add action "Get Items" (SharePoint) and rename to "Get active Outbound Dialers":

    1. Site = SharePoint UCC url where the callbacks are handled

    2. List = OutboundDialerCalls

    3. Filter Query =

      Title eq '@{triggerBody()?['wsp_ucc_Customer']}' and wsp_ucc_odc_processed eq 'No'

  8. Add action "Initialize variable" and rename to "Active Outbound Dialer Id":

    1. Name = Dialer

    2. Type = String

    3. Value =

      @{first(body('Get_active_Outbound_Dialers')?['value'])?['id']}

  9. Add action "Condition", with the following checks:

    1. Value 1 =

      @triggerBody()?['wsp_ucc_Accepted']

      Check = Is equal to

      Value 2 =

      @false

    2. Value 1 =

      @triggerBody()?['wsp_ucc_SkillChosen']

      Check = Is not equal to

      Value 2 =

      @null

  10. If Yes:

    1. Add action "Condition", with the following check:

      1. Value 1 =

        @variables('Dialer')

        Check = Is equal to

        Value 2 =

    2. If Yes:

      1. Add "Create Item" (SharePoint):

        1. Site = SharePoint URL where the callback should be created on

        2. List = OutboundDialerCalls

        3. Processed = No

        4. Skill Id =

          @variables('SkillId')

    3. If No, do nothing

  11. If No:

    1. Add action "Condition", with the following checks:

      1. Value 1 =

        @variables('Dialer')

        Check = Is equal to

        Value 2 =

      2. Value 1 =

        @triggerBody()?['wsp_ucc_Accepted']

        Check = is equal to

        Value 2 =

        @true

    2. If Yes:

      1. Add action "Update Item" (SharePoint):

        1. Site = SharePoint UCC Site, where callbacks are handled

        2. List = OutboundDialerCalls

        3. Id =

          @{variables('Dialer')}

        4. Invite =

          @{triggerBody()?['wsp_ucc_Customer']}

        5. Processed = Yes

    3. If No, no nothing.

 

Example: