51 posts tagged with "Atualização"

Release 4.0.6

💡 Features

• Allow custom bots to handle 2 simultaneous sessions within the same org in different services.
  • Documentation link: https://www.documentacao.omni.digitalcontact.cloud/docs/modules/permitir-atendimentos-simultaneos/

🔐 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
  • Documentation link: https://www.documentacao.omni.digitalcontact.cloud/docs/modules/campanhas/#grupo-de-contatos-1

🪲 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

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

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

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

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

Release 4.0.1

💡 Feature

• New Channel Consumidor.gov.br: You can now handle complaints posted on consumidor.gov.br directly in Omni

🔐 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

Release 4.0.0

💡 Feature

• Personal Queue Holding for WABA
• Personal Queue Holding: New Filter on the Service Screen
• Response Timer in Service Sessions
• Welcome Message in Chat and WhatsApp

🔐 Scale & Trust

• Ability to Export Shortcuts via CSV

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.

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

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