51 posts tagged with "Atualização"

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.

💡 Feature

• Organization-level configuration for satisfaction survey duration, enabling each organization to set (in minutes) how long a survey remains open for customer responses instead of the default 24 hours. https://www.documentacao.omni.digitalcontact.cloud/docs/modules/administrativo/#configura%C3%A7%C3%A3o-do-tempo-de-expira%C3%A7%C3%A3o-da-pesquisa-de-satisfa%C3%A7%C3%A3o

• New colors to differentiate between internal agent comments and automated system messages. https://www.documentacao.omni.digitalcontact.cloud/docs/modules/tela_atendimento/#coment%C3%A1rios-internos-no-atendimento

🔐 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.

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:

  • New information will be displayed showing who transferred the ticket and to whom it was sent
  • The conversation history prior to the transfer will be carried over so the receiving agent can understand what has been done so far https://www.docs.omni.digitalcontact.cloud/docs/modules/tela_atendimento/#hist%C3%B3rico-ap%C3%B3s-transfer%C3%AAncia

• 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

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

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.

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.

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

Release 3.6.0 💡 Feature

• New version of Omni for mobile devices, enabling outbound and inbound calls

• New resources for digital inbound services:

  • On the "In Progress" screen:
    • The agent's pause reason will now be displayed
      • This requires enabling the option "Mostrar o motivo da pausa do agente na monitoração de atendimento" (Show agent pause reason in ticket monitoring) within your organization's registration
  • When filtering by service, the number of chats will be presented in a separate field from the current one, allowing a better analysis of the chat volume per service versus the agent's total chat volume

• On the "In Queue" screen:

  • New indicators related to AWT (Average Wait Time in Queue)

🔐 Scale & Trust

• New visual identity:
  • Agent Report
• Activity Report: added the captured IP address upon user login
• Alert message if the user presses F5 (utilizing a native browser function)
• Upon receiving an inbound call, the service selected in the IVR will be displayed
• Clients on Hold (Beta)

🪲 Bug

• Fixed internal comments within the ticket history
• Fixed phone number entries in the contact registration
• Fixed an issue to properly display the date and time of internal comments
• Fixed an issue to immediately open the ticket screen after answering a call
• Fixed a CNPJ formatting issue in the contact registration that gave the false impression of a problem with the contact's WhatsApp number
• Fixed call recording behavior during service-based transfers
• Fixed the sorting order of the internal comments history within Interaction Tracking
• Fixed the "Rescued" filter for the Voice media channel in Interaction Tracking
• Fixed an issue where expired ticket messages were not being sent under certain conditions
• Fixed the usage of HSM templates with more than 3 variables
• Fixed instances where agents were receiving more concurrent chat tickets than allowed

Release 3.5.0 Redirection to the website https://omni.digitalcontact.cloud

🔐 Scale & Trust

• New visual identity:
  • Login Screen
  • Interaction Tracking
  • IVR Report
• New alert upon logging in when Chrome or Edge browsers are heavily outdated (documentation will be provided soon)

🪲 Bug

• Fixed the waiting message in Broadcast
• Fixed an issue to ensure contacts are created correctly during Broadcast delivery
• Fixed the "Observe conversations" feature for closed tickets within the agent's view

Release 3.4.0 🔐 Scale & Trust

• Changes to the contact search engine, allowing searches by email, first name, or last name. The New Ticket Screen must be enabled to use this feature successfully.

Note: Slowdowns and/or platform instability are expected during the deployment process.