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Update 2408.4 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
- Sign in to your
https://<org>.dynamics.com/appsenvironment. - Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab.
- 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 1.5.26.98
- PrimeSMSAnchor 1.5.26.97
- PrimeSocialChannelsAnchor 1.5.26.91
- PrimeTeams 1.5.26.78
- PrimeTelephony 1.5.26.288
- UnifiedRoutingPrime 1.5.26.137
Update 24084 has the following
New/Enhanced Functionality
Announcing the Public Preview of First-Party WhatsApp Channel:
In today's digital landscape, the success of customer service on social media hinges on the quality of care provided to customers. It's essential for communications from agents to be timely, accurate, sensitive, brief, and friendly to enhance customer satisfaction and foster brand loyalty. To support this, we are excited to introduce a powerful new channel: the first-party WhatsApp channel seamlessly integrated with Azure Communication Services, now available in public preview for Dynamics Contact Center Key Capabilities
With the first-party WhatsApp channel, your contact center can benefit from a range of powerful features:
- Easy Configuration: Administrators can easily configure the WhatsApp channel powered by Azure Communication Services, making setup straightforward.
- Customer Engagement: Customers can reach out to your business through WhatsApp, engaging in an asynchronous manner that respects their time and preferences. Whether it's a quick question or a detailed inquiry, your customers can connect with your support team when it’s convenient for them.
- Unified Interface for Agents: Agents will have access to a unified, contextual, and productive interface, enabling them to engage with customers and resolve issues more efficiently. This streamlined workflow reduces the time to resolution and enhances overall customer satisfaction.
- Rich Reporting for Supervisors: ASupervisors and managers can access detailed reports to monitor and optimize the performance of the support center. This data-driven approach ensures that your team is operating at peak efficiency, with insights that drive continuous improvement.
Enhancements in Queues for customers to opt for Operating hours and Periodic triggers
Handling Agent unreachability functionality through reassignment of conversations
Improvements to Assignment provisioning operations by Leveraging SQL provisioning instead of Storage service
Repaired Functionality
Voice
- Fixes for Wrong transcription language: Transcript follows the language that is being set in the workstream
- Fixed the External Transfer issue where the C2 end conversation was staying in the Wrap up state
Assignment
- Addressed issues specific to duplicate work items assignment for agents
- Added skill-type based skill match in assignment rules
Live chat
- Added changes for transfer to queue and close conversation and remain in queue to address overflow action issues
Europa
- Timeout issues that impact customer’s ability to install social channel via legacy provisioning UI
Other Fixes
- Corrected routing to queue rules for async channels
Return to the released versions page.