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Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 24014 Release Notes

  • Article

Update 2401.4 for Microsoft Dynamics 365 Omnichannel/Unified Routing is now available. This article describes the fixes and updates that are included.

To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Follow below steps
  1. Sign in to your https://<org>.dynamics.com/apps environment.
  2. Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab.
  3. Go to Dynamics 365 Settings > Solutions.

An (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

Versions included in this update:

  • PrimeChatAnchor 1.5.26.16
  • PrimeSMSAnchor 1.5.26.11
  • PrimeSocialChannelsAnchor 1.5.26.4
  • PrimeTeams 1.5.26.3
  • PrimeTelephony 1.5.26.95
  • UnifiedRoutingPrime 1.5.26.80

Update 24014 has the following

Transcript

Fixes

  • This feature allows for the capabilities of transcription to be present in the DCCP vNext release. Highlights of transcription include: 1) Real time transcription, 2) Sentiment analysis continually updated as the conversation evolves, 3) Support of pausing and unpausing transcription alongside stopping transcription when customer is on hold, 4) Transcript viewer for agents and supervisors to be able to view transcriptions alongside recording playback after the call is complete.

DCCP vNext Known Issues

  • Having bot + greeting message enabled will cause issues with transcription, as a result call may end
  • Messages spoken in the last few seconds of the conversation may not be saved in the transcript
  • Agent and customers messages may show duplicates in transcript intermittently.
  • Adding in consulting agents may result in transcription not showing up for any participants.
  • Transcription not working on outbound calls

Features

Overflow Enhancements - In-queue Overflow (Public Preview)

Title

Manage lengthy wait times in queue using overflow handling

Transcript:

This feature helps customers who face long wait times in queues due to sudden spikes in contact center demand. Administrators can configure a maximum wait time limit for work items and transfer such work items from crowded queues to other queues where agents can respond more quickly.

Return to the released versions page.