Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 24113 Release Notes

New/Enhanced Functionality

Improved the Application Lifecycle Management tool to import custom record workstreams smoothly and error-free
Enhanced telemetry for Transfer and Consult scenarios to better monitor and diagnose customer service interactions
Routing to the queue continues smoothly even if related entity updates fail, ensuring seamless operations and supporting full migration

Fixed bug to ensure customer calls end properly when workstream setting is off, preventing confusion and service disruptions
Fixed issue where conversations could stay active indefinitely, preventing customer confusion and ensuring smooth bot-to-human transfers in Omnichannel for Customer Service
Before, callback is offered to all customers, even those with “anonymous” numbers that the system is unable to call back. With this fix, if an inound call is made from an anonymous number, callback is not offered

Fixed bug in Agent Preview mode to ensure C1 Actions perform reliably, improving customer interactions and service reliability
Ensures reliable deletion of assignment configuration steps, preventing custom assignment failures and improving the reliability of Reference Data Sync
Agents can no longer modify session details once closed, ensuring data integrity and consistency in session records
Agents are now assigned tasks based only on active skills, enhancing assignment accuracy and efficiency
Resolved an issue in the Direct Callback feature to prevent failed callback attempts for customers with invalid or anonymous phone number