Example configuration Microsoft Power Automate to send a notification whenever a customer is in queue for longer than x amount of seconds

This example shows you how you can use Microsoft Power Automate to automatically send you a notification whenever the threshold for a customer to be in queue is reached.

Configuration

1. Navigate to Microsoft Power Automate.

2. Click "My Flows":
   

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

4. Type "Recurrence" and provide the recurrence rate in seconds.

   Note

   Microsoft Power Automate limits the recurrence rate to a minimum of 60 seconds

5. Add action "Initialize variable" and rename it to "ThresholdSeconds"

   1. Name = ThresholdSeconds

   2. Type = Integer

   3. Value = 300 (number of seconds after the notification should be send)

6. Add action "Initialize variable" and rename it to "HoursFromUTC"

   1. Name = HoursFromUTC

   2. Type = Integer

   3. Value = 2 (number of hours )

7. Add action "Initialize variable" and rename it to "CurrentTime"

   1. Name = CurrentTime

   2. Type = String

   3. Value = @{addHours(utcNow(),variables('HoursfromUTC'))}

8. Add action "HTTP"

   1. Method = Get

   2. URI = http(s)://{fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]}/dashboardservice/api/{uccname}/calls

9. Add action "Apply to Each"

   1. Output = Body

10. Add Action "Parse JSON"

    1. Content = "Current Item"

    2. Schema =

       Copy

       JSON

       {
          "type":"object",
          "properties":{
             "CurrentlyHunting":{
                
             },
             "AgentDisplayName":{
                
             },
             "CustomerDisplayName":{
                
             },
             "HuntList":{
                "type":"array"
             },
             "HuntListDisplayName":{
                "type":"array"
             },
             "IsHunting":{
                "type":"boolean"
             },
             "IsOnHold":{
                "type":"boolean"
             },
             "SkillType":{
                
             },
             "SessionType":{
                "type":"string"
             },
             "CallId":{
                "type":"string"
             },
             "Skill":{
                "type":"string"
             },
             "CustomerSipAddress":{
                "type":"string"
             },
             "AgentSipAddress":{
                
             },
             "ConnectedSince":{
                "type":"string"
             },
             "InQueueSince":{
                "type":"string"
             },
             "AcceptedSince":{
                "type":"string"
             },
             "DisconnectedSince":{
                "type":"string"
             }
          }
       }

11. Add action "Condition", with the following rules

    1. Value 1:@body('Parse_JSON')?['Skill']

       Check: is not equal to

       Value 2:

    2. Value 1: @body('Parse_JSON')?['AgentSipAddress']

       Check: is equal to

       Value 2: @null

    3. Value 1: @addSeconds(body('Parse_JSON')?['InQueueSince'],variables('ThresholdSeconds'))

       Check: is less then

       Value 2: @variables('Current Time')

12. Add action "Send me an email notification" in the "If yes" flow

    1. Subject = Queue threshold reached

    2. Body = @{body('Parse_JSON')?['CustomerDisplayName']} waiting in the queue @{body('Parse_JSON')?['Skill']} for nore than 5 minutes.