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Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 22062 Release Notes

  • Article

Update 22062 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 1.5.16.8464
  • PrimeSMSAnchor 1.5.16.7073
  • PrimeSocialChannelsAnchor 1.5.16.7058
  • PrimeTeams 1.5.16.6890
  • PrimeTelephony 1.5.16.7288
  • UnifiedRoutingPrime 1.5.16.6139

Update 22062 has the following

Solutions

Features

  • Google's Business Messages – Messaging platforms such as Google's Business Messages give businesses an opportunity to engage with the customers in their own context to provide them with a seamless and personalized customer service experience. By adding Google's Business Messages channel, customers will be able to quickly and easily start a conversation through Google web searches, Google Maps, and many more locations. More information: Configure Google's Business Messages channel

  • Apple Messages for Business – Omnichannel for Customer Service now supports the Apple Messages for Business channel. With this channel, customers can securely contact your business from their Apple devices. By adding Apple Messages for Business channel, customers will be able to quickly and easily start a conversation from Siri search, Apple Maps, and many more locations. In addition to standard messaging, Apple Messages for Business supports interactive rich messages which create a smoother, more engaging support experience. More information: Configure Apple Messages for Business channel

  • Post conversation survey enhancements – This feature will enable the post conversation survey for bot conversations. The administrators can now choose to use the same survey for both agent and bot conversations or use different surveys respectively. More information: Configure a post-conversation survey

  • Power Virtual Agents magic code - You can now update the customization of your live chat widget to seamlessly send the magic code used during sign in card prompts behind the scenes, reducing the number of steps your customers have to take while still maintaining security. More information: Customize live chat widgets using data tags

  • Force closure of conversations – This feature gives supervisors the ability to force close a messaging conversation. More information: Force Close Conversations

Services

Fixes

  • Fixed an issue with tags on messages sent by a human agent to customer.
  • Fixed an issue with the playback of automated message during an incoming Voice call.
  • Fixed an issue with the re-enabling of hold button after a voice call is put on hold.
  • Fixed an issue with the updating of session owners in a conversation. After this change, closed session activity will now appear under closed activities for respective session owners.
  • Updated the calculation of Abandon rate in intraday insights dashboards to include certain corner scenarios.
  • Fixed an issue within Training History under the Skill Finder Model to display the date time in the user's local time zone for the "Training on" & "Published on" fields.
  • Fixed an issue related to the assignment rule UI not reflecting correct value for "Not in" conditions.
  • Fixed an issue to avoid saving partially loaded Intake Rules during edit operation.
  • The option to disassociate user from the capacity profile in the user form is available now.

Documentation Updates

ALM Migration - Documented step by step approach to export record type and live chat channel data and configuration from one environment to another using CMT (configuration migration tool). For a full list of features in this release, please refer to this.

Return to the released versions page.