Edit

Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 22012 Release Notes

  • Article

Update 22012 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 1.5.16.8009
  • PrimeSMSAnchor 1.5.16.6469
  • PrimeSocialChannelsAnchor 1.5.16.6500
  • PrimeTeams 1.5.16.6447
  • PrimeTelephony 1.5.16.6695
  • UnifiedRoutingPrime 1.5.16.5846

Update 22012 has the following

Solutions

Updates

  • Migration to Omnichannel admin center: Omnichannel Administration app is being deprecated and coming to the end of support by April 30th, 2022. We have disabled the Omnichannel Administration app in new environment provisioning. Please note that the Omnichannel Administration app remains accessible to existing customers. We recommend existing customers to migrate to Omnichannel admin center by following migrating workstreams created in Omnichannel Administration
  • Enhancements to Diagnostics for unified routing : In Diagnostics for unified routing, we are now introducing Assignment trace that will give insights to the users into why certain work items are taking longer to get assigned by showing the current assignment status. It will also help users with details around the assignment criteria that will make it easier for them to understand why a certain work item is getting assigned incorrectly or is not getting assigned altogether.

Services

Updates

  • Updates to Omnichannel intraday insights dashboard: With the latest changes, supervisors would be able to view Omnichannel intraday insights in their own time zone.
  • Changes to presence behavior: We have introduced minor updates on presence behavior that are highlighted in the table below. Please note that the core presence behavior remains the same.
S.No Current Behavior New Behavior
1 If default presence is set as Away or Offline, on login, system will update presence on work assignment or completion. If default presence is set as Away or Offline, on login, system will not update presence on work assignment or completion. It has to be manually changed.
2 If presence is set as Away by system, presence will be updated on work assignment or completion based on capacity utilization. If presence is set as Away, system will not update presence on work assignment or completion. It has to be manually changed.
3 If presence is manually updated to Busy, system will not update presence on work assignment or completion. It has to be manually changed. If presence is manually updated to Busy, it can be overridden by the system based on capacity utilization.

Fixes

  • Fixed an issue with auto-population of contact details in the new case form.
  • Fixed an issue with retrieval of conversation ID when customer summary is not the anchor tab.
  • Fixed an issue with hyperlinks in the Out of Operating Hours widget system message.
  • Fixed an issue with non-English message in Out of Operating Hours system prompt.
  • Fixed an issue with agents not receiving the private messages after a Power Virtual Agents bot handoff.
  • Fixed an issue with attachments not showing up in Facebook channel.
  • Fixed an issue with simultaneously update of multiple queue items to Inactive state.
  • Fixed an issue where workstreams were not being copied on copying workstream.
  • Fixed an issue where presence was not being updated to DND when capacity is less than 0 on login.
  • Fixed an issue with begins-with and ends-with operators.
  • Fixed an issue that an advanced queue is created it cannot be changed to a basic queue type.
  • Fixed an issue where users using Unified Routing through Customer Service Hub needed to login to Omnichannel app at least once to ensure daily capacity profiles were reset. With this fix, Customer Service Hub users do not need to login to Omnichannel app at all to reset the daily capacity profile.

Return to the released versions page.