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Microsoft Dynamics 365 Omnichannel - Service Update 21062 Release Notes

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Service Update 21062 for Microsoft Dynamics 365 Omnichannel is now available. This article describes the hotfixes and updates that are included in Service Update 21062.

To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Click the gear icon in the upper-right corner, and then click About.

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 1.5.16.3241
  • PrimeSMSAnchor 1.5.16.1711
  • PrimeSocialChannelsAnchor 1.5.16.1691
  • PrimeTeams 1.5.16.1687

Service Update 21062 has the following features and fixes:

Features

Message Level Analytics
Supervisor’s ability to track and act in real time to keep Service Levels in the green is of paramount importance. With Message Analytics supervisors can now track:

  • Response times: Time for the very first response i.e. First response time and time each response took i.e., Average response time
  • Service levels: SLA for the First response time and SLA for the overall Response times. Response times and Service levels are also adjusted against any business hours setup within the Contact center

These metrics ensure customers receive responses within a reasonable time thereby improving customer satisfaction while ensuring agent productivity.

[Preview] Voice Analytics
This feature introduces specific metrics related to Voice for supervisors to assess agent productivity, queue backlog, call volume as well as several other enhancements.

  • Voice specific metrics like Talk time, Hold time etc. as well as generic metrics important for Voice channel.
  • Report and user bookmarks for Team Leads to easily save their Queue and agent selections as a team through a bookmark. Team leads managing multiple such teams can easily switch between teams without having to repeat these selections.
  • Ability for supervisors to view the metrics for the current shift by selecting the relative time duration within the reports.

[Preview] Redesigned Consult Experience
The new Consult Experience improves agent productivity by separating the internal messages into a new pane. With the consult pane, the agents can conveniently consult another agent or supervisor without getting their messages mixed up with those meant for their customers.

[Preview] Markdowns
Markdown feature enables end users to format messages in Omnichannel to create a more engaging experience for customers, this including adding expression and emphasis to messages by bolding, italicizing, or using strikethroughs on key phrases; embedding hyperlinks into phrases; organizing and laying out content in messages with bullets, headers, blockquotes or monospacing.

[Preview] Transcript

  • Release new transcript for voice channel, this including recording playback with sentiment highlights and advanced playback controls, transcript and analytics for voice conversation.
  • Resign of the transcript for messaging channels to leverage conversation control to provide customer consistent experience.

Fixes

  • The agent did not receive any notification when the customer reconnected after disconnection and sent a message.

  • The flyouts for Transfer and Consult were misaligned with the main send box in communication panel for the Live Chat channel.

  • The supervisors were observing abnormally high Average Handle Time for some conversations in the Intraday Conversation Insights.

  • When agents launched Knowledge Article search from conversation panel, the search bar was auto-populated with conversation-id which returned no results.

  • Agents were not able to see Message templates in the communication panel even after the Message templates were configured.

  • For Profile-based Workstreams, when an agent was routing a work item to a second agent, the second agent’s unit-based capacity value was reduced instead of profile capacity.

  • Omnichannel Administrators were facing intermittent errors when clicking on Workstreams, Advanced queues and User attributes from sitemap.

Return to the released versions page.

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