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Microsoft Dynamics 365 Omnichannel - Update 21062HF Release Notes

  • Article

Update 21062HF for Microsoft Dynamics 365 Omnichannel 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. 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 1.5.16.3262
  • PrimeSMSAnchor 1.5.16.1732
  • PrimeSocialChannelsAnchor 1.5.16.1712
  • PrimeTeams 1.5.16.1708

Update 21062HF has the following updates and fixes:

Services

Updates

  • Message level analytics - In our 6.2 release we delivered Message Analytics for supervisor to track Service levels and act in real time i.e. First response time, Average response time and Service levels for the same. In this hot fix we will adjust this computation for any operating hours set up within Omnichannel by customers. This is especially relevant for asynchronous conversations over Social Messaging channels like Facebook, WhatsApp etc. that span over multiple days with non-business hours or holidays in between.
  • Post-conversation survey will now display a helpful message to customers to provide feedback before the survey is loaded.

Fixes

  • Customers were observing high failure rates after closing the browser tab (with the active live chat) and initializing a new chat from the same browser.

  • For Live chat SDK, the post-conversation survey was not loading when the customer ends the live chat using the closeChat method instead of Close button.

  • The live chat agents were facing intermittent issues while sending messages after putting their workstation in sleep mode and logging back after some time.

  • The Adaptive cards were not being shown in the communication panel when supervisors were monitoring the conversation.

  • The conversations were being routed to the default queue if multiple RTQ (Route to Queue) rules were identifying the same queue.

  • For Live chat SDK, the post-conversation survey was being rendered after calling closeChat method, even when no agent had joined the conversation.

  • On certain occasions, the agents were not receiving system messages for customer disconnections.

Solutions

Fixes

  • Preview banner text in Transcript admin settings page reads "Channel", instead it should read as "Feature"

  • Routing rules with multiple levels of related entity were not being stored and executed properly.

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