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Atualização 4.0.8

· One min read

Release 4.0.8

💡 Features

  • Allow orgs to configure an additional color in the display of the number of sessions vs. capacity in Monitoring \ Service \ In Service
    • Currently, there are 2 colors: red (100% occupied) and green (less than 100% occupied). With this functionality, it will be possible to configure an intermediate color with a specific % of occupancy.

🔐 Scale & Trust

  • Added to the session the last HSM send when the return was initially directed to the bot.

🪲 Bugs

  • Fixed issue in the Digital Inbound Services screen where filtering by service did not respect the filter and returned all rows
  • Fixed issue in the IVR Report where, in cases of calls with transfers, the same services were being repeated

Atualização 4.0.7

· One min read

Release 4.0.7

💡 Features

  • Allow operators to configure how they want to receive platform notifications

🪲 Bugs

  • Fixed Scheduling to allow cancellation and added validation to check if the contact has a registered phone number
  • Fixed issue where, in some conditions, when a session was ended in queue, the contact was not released for a new session
  • Fixed overflow to human for assigned clients
  • Fixed issue to correctly display in email media when a session had more than 10 attachments
  • Fixed Activity Report with incorrect information in some cases where the filter was not respected
  • Fixed redistribution behavior of sessions originating from service transfer that were prioritized for an agent

Atualização 4.0.6

· 2 min read

Release 4.0.6

💡 Features

🔐 Scale & Trust

  • Consumidor.gov: Option to configure per org so that sessions do not return to the same agent but instead go back to the queue
  • For sessions generated by Broadcast, only the last send will be shown on the agent screen and in the history, making the session easier to understand
  • Productivity improvement in tag registration: in the service list, the option “All” has been added to quickly register the same tag across all services
  • Broadcast Sending Screen: new filter “Send Name” added to speed up the search for previous sends
  • New Visual Identity for the Broadcast \ Contact Group screen

🪲 Bugs

  • Fixed issue with Expired Sessions where the expiration alert message was being sent twice
  • Fixed issue in the org’s user report that incorrectly returned inactive users (adjustment only in the report, did not affect license control)
  • Fixed issue where in some cases the satisfaction survey remained active beyond the configured time
  • Fixed error when locating sessions without a first interaction on the service screen (valid only for new sessions)
  • Fixed issue in session history when a session expired in queue: the alert message was sent but not recorded in history, creating the impression that alerts were not sent

Atualização 4.0.5

· One min read

Release 4.0.5

🔐 Scale & Trust

  • Message status “Waiting for processing in the Broker” removed from all media except Chat and WhatsApp
  • New Visual Identity for the Campaign Screen in Broadcast
  • Display of Holding Status in the following screens:
    • Monitoring \ Service
    • Monitoring \ Service \ In Conversation
    • Monitoring \ Service with the ability to filter by multiple services

Note: Since we have asynchronous processes between expiration and the panel, there may be differences of a few seconds in the update.

🪲 Bugs

  • Fixed prioritization of service sessions when previously a session had been transferred to another service

Atualização 4.0.4

· One min read

Release 4.0.4

🔐 Scale & Trust

  • New Visual Identity for the BroadCast | Sending Screen
  • New Statuses in Message Sending via the Service Screen:
    • Previously, messages with status queued, sent, or delivered were all displayed as “Sent,” which could cause confusion about the actual progress of the message.
    • Changed to correctly reflect the meaning of each status:
      • queued → Waiting for processing in the Broker
      • sent → Sent
      • delivered → Delivered

🪲 Bugs

  • Fixed error message when prioritizing a service session that had already been distributed to an agent

Atualização 4.0.3

· One min read

Release 4.0.3

💡 Features

  • In the Monitoring Panel: Inbound Services, new indicators have been added:

    • TMD: Average Abandonment Time
    • TME: Maximum Waiting Time
    • Ability to analyze historical data (except agent-related data)
    • Ability to export in PDF and CSV

  • In Quick Send, possibility to attach a file if the template allows

  • In the Monitoring \ Service \ In Queue Panel, a new Actions column has been added with the following functionalities for WhatsApp media:

    • Observe service session
    • Insert Comment
    • End Service Session — when performed, the tag will be “Ended in Queue”
    • Prioritize by Agent — allows moving a session forward for a specific agent. In this case, the agent’s maximum session limit is not respected, since this is intended for urgent cases

  • New Digital Service Indicators added to the Interaction Tracking:

    • TMP: Productive Service Time — the time the agent actually conversed with the client
    • TMI: Unproductive Service Time — the time the session was on hold
    • The Duration field now represents TMP + TMI

🪲 Bugs

  • Fixed expiration events with sending to external Big Query

Atualização 4.0.2

· One min read

Release 4.0.2

💡 Feature

  • For orgs that use client presence control in Boteria:

    • In the Queue Monitoring Panel:
      • Only Online clients will be displayed in the list
      • The number of Offline clients will be shown separately

  • Monitoring > Inbound Services (Digital):

    • Added filter for Online/Offline clients

  • In the Monitoring \ Service \ In Queue Panel, a new Actions column has been added with the following functionalities:

    • Observe service session
    • Insert Comment
    • End Service Session — when performed, the tag will be “Ended in Queue”
    • Prioritize by Agent — allows moving a session forward for a specific agent. In this case, the agent’s maximum session limit is not respected, since this is intended for urgent cases

🪲 Bugs

  • Fixed issue to prevent opening a session if the return is directed to the BOT in the Channels screen, avoiding stuck or misrouted sessions
  • Fixed issue for orgs using Hold: after transfer by service, if the destination service does not have expiration configured, the expiration process will reset correctly

Atualização 4.0.1

· One min read

Release 4.0.1

💡 Feature

🔐 Scale & Trust

  • Dialer: In the interaction report, mailing data is now displayed in the conversation history
  • GIF Blocking: You can now block GIF sending by profile on the service screen
  • For orgs using Big Query as a repository, agent activities will now be sent with milliseconds in the record
  • In the WFM API, the following values have been added for clients waiting in the Queue:
    • AVG_TIME: Average Waiting Time in Queue
    • MAX_TIME: Maximum Waiting Time in Queue
    • MIN_TIME: Minimum Waiting Time in Queue