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Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 21091.1 Release Notes

  • Article

Update 21091.1 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. 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 1.5.16.7658
  • PrimeSMSAnchor 1.5.16.6120
  • PrimeSocialChannelsAnchor 1.5.16.6105
  • PrimeTeams 1.5.16.6098
  • PrimeTelephony 1.5.16.6360
  • UnifiedRoutingPrime 1.5.16.5627

Update 21091.1 has the following features and fixes:

Services

Features

  • Redesigned Consult Experience - To improve agent productivity, we are upgrading the consult option in the communication panel to happen in a separate pane. With the consult pane, agents can clearly segregate the messages exchanged with supervisor or another agent, from the messages exchanged with customer.
    We are also improving the transfer functionality to ensure that handover of work occurs before the transfer of work item to a specific agent.
    With the upgraded consult and transfer experience, it will now be possible to consult and transfer work to an agent from a different queue.
    More information: Consult with Agent or Supervisor

  • Conversation state changes - We are removing Waiting state for Live Chat channel. More Information: Conversation states

  • Messaging platform update - We are rolling out an enhanced messaging platform. The updates from this platform will be automatically applied to your environments over the next few months. For details of the changes and what actions you need to take, please refer to this page that will be kept up to date with the latest information.

Fixes

  • Fixed an issue with the missing notifications for customer conversations.

  • Fixed an issue with the work item assignment based on custom skills.

  • Fixed an issue with the loading failure in communication panel.

  • Fixed an issue with the routing rules configuration for the Teams channel.

  • General reliability fixes.

Solutions

Features

  • Conversation state changes - We have added an ability to customize capacity blocking in Wrap Up state.
    More Information: Configure work distribution

  • [Preview] Post Conversation Survey - We are adding a preview feature in post-conversation in chat channel settings that allows admin users to select and enable Customer Voice surveys sent to conversations that use a bot and don’t have human agent involved. With this feature, it is now possible to survey the quality of service for a bot.

  • Voice channel enhancements - With the first run experience for the voice channel in the Omnichannel admin app, a conversational Power Virtual Agents bot will be deployed to demonstrate IVR capabilities. Admins will be able to interact with the bot with their voice and simulate a seamless transfer to an agent in the Omnichannel agent app. Admins can then also edit the PVA bot and re-publish to make any changes to their demo experience.

Return to the released versions page.

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