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Atualização 3.8.1

· One min read

Release 3.8.1

🔐 Scale & Trust

  • New fields in the Interaction Tracking CSV:

    • data_hora_entregue_fila – Represents the moment the service session arrives in the Queue in Omni
    • data_hora_entregue_agente – Represents the moment the session is delivered to the agent

  • Survey sending for orgs that use expired sessions on the agent screen:

    • If the tag used to close expired sessions requires a mandatory survey, when closing a session expired due to client inactivity, the survey will be sent.
    • We recommend reducing the survey expiration time in your org’s settings.
      Documentation link

🪲 Bug Fixes

  • Fixed Agent Report when using the time filter.

Atualização 3.8.0

· One min read

Release 3.8.0

💡 Feature

  • Mass Management: Bulk closing of service sessions directly on the Agent Screen

🔐 Scale & Trust

  • On the service_history_messages route:
    • Performance improvement
    • Change in date display, now showing up to 3 digits in milliseconds

🪲 Bug Fixes

  • Fixed Inbound Dashboard Panel to prevent timeout errors
  • Fixed Interaction Report so that in some cases the service history opens correctly
  • Fixed issue where, in cases of connection loss, sessions would not drop to operators
  • Fixed duplication of Microsoft account emails in the service history

Atualização 3.7.3

· 2 min read

Release 3.7.3 💡 Feature

  • For orgs using the omni.header variable in boteria
    • We will now dynamically display up to the first 4 lines on the service screen (tela de atendimento) with an option to expand and copy
    • In Rastreio de Interações, when viewing the history of a service, these values will also be displayed at the top to improve the experience during service analysis

🔐 Scale & Trust

  • When transferring services via Grade de Acesso or Ferramenta de Gestão em Massa, we added more details to the service and service history according to the rules:
    • If via Grade de Acesso, an internal comment will be displayed with the following nomenclature: “Atendimento Transferido via Sistema para o Serviço X”
    • If via Gestão em Massa, an internal comment will be displayed with the following nomenclature: “Atendimento Transferido de [user who performed it] para Usuário Destino”
  • Rastreio de Interações is now the first report, reducing the number of clicks to access Omni's most used report
  • In Rastreio de Interações, if the selected media is not “Voice”, the Status field will be automatically filled with “Service Completed”, providing a benefit in report extraction time
  • In the history of a service, the option to sort events by ascending and descending date order was added, providing another viewing option per org

🪲 Bug

  • Fixed the user tag filter in the user report to ensure it filters correctly

Atualização 3.7.2

· One min read

HotFix Version 3.7.2 We identified that in some organizations, the backend was unable to verify the "Enable Survey Delivery Option" parameter, which forced a prompt asking the agent whether or not they wanted to send the survey.

Following the completion of this maintenance, affected users must log out, clear their browser cache, and verify that the Omni version number has updated to 3.7.2.

Note:

This procedure is only required for affected clients.

There will be no system downtime during this maintenance period.

Atualização 3.7.1

· One min read

💡 Feature

🔐 Scale & Trust

  • In Interaction Tracking, when generating a CSV for the Voice media channel, the internal comment separator will be changed from \N to a comma to make column separation easier. This standardizes the layout to match the Chat format. 🪲 Bug
  • Fixed an issue to ensure ticket expiration functions correctly even in rare cases where events occur within the exact same microsecond (µs).
  • Fixed the filtering behavior when applying the "user tag" filter in the IVR Report.

Atualização 3.7.0

· 2 min read

Release 3.7.0 Migration to the new Ticket Screen for organizations that have not yet been migrated. Documentation link for the new screen, as per previously sent communications: https://documentacao.omni.digitalcontact.cloud/docs/modules/tela_atendimento

🔐 Scale & Trust

  • Added a tooltip to display the service name within the agent's ticket list

  • In customer assignment (carteirização), added the protocol number if the customer has an open ticket, accelerating the identification of open interactions

  • In Monitoring \ In Queue, inverted the display order to now show tickets sorted by AWT (Average Wait Time), from oldest to newest

  • New handling for user workstation connection loss (due to network/internet issues) with Omni, presenting a modal with more information and increased automatic reconnection attempts https://www.docs.omni.digitalcontact.cloud/docs/desconexao_socket/#perda-ou-instabilidade-na-conex%C3%A3o-de-internet

  • On the ticket screen and in Interaction Tracking, when transferring a ticket by service or agent:

  • In Interaction Tracking, increased the modal size to improve the display of the conversation history

  • For organizations using BQ (BigQuery), added the transmission of the auto:1 parameter to Boteria to differentiate system messages from agent messages in conversations exported to BQ

🪲 Bug

  • Fixed an issue to correctly display custom pauses for users who remain on break for more than 2 hours
  • Fixed an error message issue in organizations that do not use queue positioning but notify customers through the queue message carousel
  • Fixed the tag filter in Monitoring \ In Progress to correctly display the number of records
  • Fixed an issue where, in certain cases of service transfers, the destination service was not being recorded correctly in the history
  • Fixed tracking for transferred voice calls

Atualização 3.6.5

· One min read

Release 3.6.5 🔐 Scale & Trust

  • New screen during the logout process that informs the user while all logout updates are being processed for the login/logout report registry
  • Added seconds to the queue entry time value within the ticket history
  • Removed the mandatory requirement for CPF when uploading a contact database list
  • Adapted the OmniView and InboundVoice dashboards to properly handle transferred calls

🪲 Bug

  • [Internal] Fixed the tracking generation process during the end-of-month transition
  • Fixed an issue to prevent the ticket screen layout from breaking when an agent inserts a link with more than 200 characters

Atualização 3.6.4

· 2 min read

Release 3.6.4 🔐 Scale & Trust

  • Prevent the loss of Web Service configurations when saving an IVR (URA) if the PhoneFlow differs from the DidService, avoiding the loss of customized IVR settings.
  • In the Broadcast Report, channel selection is now mandatory to prevent reports from getting stuck in processing status.
  • In the Broadcast Report, updated the sorting to list the newest campaigns first, making user access easier.
  • In the email media channel, added the ability to open attachments within both the email history and Interaction Tracking.
  • In Digital Inbound Services, the capacity (at the top of the screen) now reflects the sum of the agents' chat counts rather than the agents' capacity per service, improving the understanding of the operation's concurrent service capacity and enhancing screen loading times.
  • In Interaction Tracking, the layout now follows the same format as the ticket history, ensuring correct visual breaks per protocol in case of transfers.

https://www.documentacao.omni.digitalcontact.cloud/docs/modules/relatorios/#hit%C3%B3rico-de-atendimento

  • For service or agent transfers, users utilizing the expired tickets feature will now have the timer reset for the initiation of configured alerts.

🪲 Bug

  • Fixed an issue to display the value of the "Time Delivered to Agent" field in the local time zone within the Interactions Report.
  • Fixed an issue to prevent tickets from expiring before the designated deadline on the WhatsApp media channel.

Atualização 3.6.3

· 2 min read

Release 3.6.3 💡 Feature

  • In the Interaction Tracking screen query, new columns have been added to allow the visualization of the date and time the customer entered the queue, the delivery time, and the agent's first response time to the customer. Below are the column names and their details:

    • Changed the name of the "Hora" (Time) column to "Hora de Entrada em Fila" (Queue Entry Time), representing the date/time the customer entered the queue.
    • Added the "Data e Hora Entregue ao Agente" (Date and Time Delivered to Agent) column, representing the time the ticket was routed/distributed to an agent.
    • Added the "Hora Mensagem Inicial" (Initial Message Time) column, representing the time of the agent's first message to the customer.

  • Added the contact's CPF (if available) to the Broadcast Delivery Report.

🔐 Scale & Trust

  • Added a closed tickets button at the top of the ticket screen with an option to edit the contact details.
  • New alert when attempting to register an already existing tag, providing a clearer message instead of a generic error.

🪲 Bug

  • Fixed an issue to correctly display email attachments on the ticket screen.
  • Fixed the Interaction Tracking screen to correctly display the selected filter data when a user performs more than 10 consecutive queries.
  • Fixed an issue to display the complete protocol number on the Ticket Monitoring Screen.
  • Fixed call behavior so that when an agent rejects a call, it returns to the queue instead of being disconnected.
  • Fixed an issue to register a proper logout when a disconnection occurs due to errors 1001 or 1006 with the reason "Going Away", keeping the agent activity report accurate with the correct logout status.
  • Fixed the activity report to correctly record the logout when the agent clicks to log out of Omni and immediately presses F5.

Atualização 3.6.2

· One min read

Release 3.6.2​

💡 Feature

  • In Broadcast Delivery, added the ability to send .pdf, .doc, .docx, and .txt files.

🔐 Scale & Trust

  • New visual identity:
    • "My View" (Minha Visão) screen.

🪲 Bug

  • Fixed an issue to properly display contacts inserted via API
  • Fixed Quick Broadcast to allow collapsing contact details
  • Fixed the connection loss function to automatically reload tickets once the connection is restored
  • Adjusted the tooltip text for "Whisper" (Sussurro) on the Agent Panel
  • Fixed an issue to correctly display the "Undelivered" status for messages sent by agents to a customer's WhatsApp