Event Webhook

When a new call enters a queue or there is an abandoned call, an HTTP post request can be sent to a URL. This can be used to trigger Power Automate to perform an action.
Specific data is also included in the HTTP post:
New Queue Call
  • EventName
  • ScenarioId
  • CallStartDateTime
  • RemotePartyName
  • RemotePartyUri
  • RemotePartyNumber
  • RemotePartyId
  • QueueDisplayName
  • CallsInQueue
  • NumberOfAvailableAgents
Abandoned Call
  • EventName
  • ScenarioId
  • QueueDisplayName
  • RemotePartyName
  • RemotePartyUri
  • RemotePartyNumber
  • RemotePartyId
  • CallStartDateTime
  • CallEndDateTime
  • CallLength
  • CallbackRequested
  • VoicemailRequested
End Call
  • EventName
  • ScenarioId
  • QueueDisplayName
  • RemotePartyName
  • RemotePartyUri
  • RemotePartyNumber
  • RemotePartyId
  • CallStartDateTime
  • CallEndDateTime
  • CallLength
  • AgentUPN
  • TalkTime
  • WaitTime
  • CallbackRequested
  • VoicemailRequested
  • TimedOut
  • Abandoned
  • ServiceLevelAchieved

Create a trigger in Power Automate:

New blank Automated cloud flow | Skip Wizard (Do not specify a trigger in the wizard) | Search and select "When a HTTP request is received"
Open a new browser tab | Contact Center Administration | Queues/Teams | Queue Actions | Edit | Integrations | Copy JSON Schema for desired webhook | Paste the JSON Schema into the "Request Body JSON Schema" field in your Flow.
Create your action | save
Expand the "When a HTTP request is received" trigger | Copy the HTTP post URL | Paste the HTTP post URL in the desired Webhook URL field in the contact center queue Integration tab.