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In recent changes with Workstream, the “Fallback Queue” is mandatory. The system allows to set up of Live agent working hours as part of the messaging queue. Still, as the fallback queue is compulsory, the chat escalation gets transferred to the fallback queue, and the automated message for “Out of Operating Hours” is no longer usable.
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Declined
Administrator on 12/29/2023 4:23:53 AM
Thanks for your idea. The fallback queue is used to capture work items in case of incorrect configurations or routing errors. Hence operation hours configurations are ignored when a work item is routed to the fallback queue. If, after escalation, a work item is routed to any queue using route-to-queue rules, we honour operation hours and send an automated message to the customer. Hope this will be helpful!
Thanks,
PM Microsoft