51 posts tagged with "Atualização"

Omni : Release 7.0 💡 Feature

• Display of the operator's pause reason on the voice monitoring dashboard (this option is disabled by default and must be enabled in the company registration)
• Included the "Expiration Status" field in the Interaction Tracking CSV download

🪲 Bug

• Fixed cases where typing a contact's first and last name would not display properly, preventing the "This contact does not exist" message

🔐 Scale & Trust

• Update of digital certificates and access keys
• Handling to prevent the deletion of an email channel with open tickets, avoiding issues with tickets and chats assigned to agents

Omni : Release 6.90 💡 Feature

• Sending the description of the ticket resolution tag (disposition tag) when the ticket originates from Boteria
• Sending the ticket protocol number upon closure when the ticket originates from Boteria

🪲 Bug

• Fixed an issue to correctly display the alias on the Omni home screen welcome message when it exceeds 20 characters
• Fixed cases where a contact would not appear in the Quick Broadcast search, preventing the "This contact does not exist" message

Release 6.80 💡 Feature

• New Omni documentation page and videos on how to use the APIs: https://www.documentacao.omni.code7.cloud/
• Allow agents to see when a customer selects and replies to a specific message within the WhatsApp media channel
• Improvement to the Satisfaction Report so it can be generated for all queues at once, allowing the user to simply select the voice channel (media or voice) to include all queues simultaneously

🪲 Bug

• Fixed an issue to prevent satisfaction surveys from appearing duplicated in the report
• Fixed an issue so that when a user is deactivated, they are immediately logged out, preventing them from receiving new tickets

Release 6.70 🔐 Scale & Trust

• Bulk Ticket Management improvements:

  • Improve filters in Bulk Management so it can be used either with only the services filter or only the operator filter
  • Ability to transfer only the tickets/services that are compatible with Agent B, keeping the remaining tickets with Agent A if Agent B does not have that specific service linked to them

• On the Monitoring > Tickets screen:

  • In the list view of the "In Progress" tab, an indicator was added to show whether the ticket is Expired or Active, helping the supervisor make quicker decisions and free up the agent to receive new tickets faster

• In Interaction Tracking (screen view), a new column was added indicating whether the ticket is Expired or Not

• When deactivating an organization in Omni, automatically release its phone number for use within the Code7 ecosystem, allowing for greater agility in the process

• Improved the display layout of audio transcriptions: previously, it showed with a blue border, leading users to think it was a file sent by the customer. Now, it is fully gray and displays a "Transcription" title

Release 6.60 💡 Feature

• Possibility to send images within HSM only for the Broadcast module
• Integration with a new SMS provider (BV Telecom)
• Option to prevent Quick Broadcast from opening tickets
• Integration with Salesforce (Cases and Accounts modules)

🪲 Bug

• Fixed service editing for the Abandonment Time, Voicemail Time, and Extension fields
• Adjustments to the IVR report: handling to clear screen information when changing filters, and addition of new columns to the daily filter (IVR Inbound, Inbound Handle Time, Out of Service, IVR Abandoned)
• Fixed character limit in the WhatsApp field within contact registration, now supporting international numbers with country code (DDI) + area code (DDD)

🔐 Scale & Trust

• Uppercase letter and space validation during user creation
• New coloring for messages originating from the bot

💡 Feature

• Possibility to link HSM templates to services, thereby reducing the number of HSMs available for the operator to select

• Explanatory video: https://www.youtube.com/watch?v=AOVbN_oI0T0

• Possibility to work with SMS templates within Omni, improving operator productivity

• Explanatory video: https://www.youtube.com/watch?v=qpk8oytQG3k

💡 Feature

• Provide the customer's queue position after 5 minutes for chat and WhatsApp

• Available at https://www.youtube.com/watch?v=zc-UfpVkdYM (Explanatory video on the official channel)

• New Inbound Services Monitoring Dashboard for chat, WhatsApp, and email (Beta version)

• It can be found under Monitoring\Digital Inbound Services

• Hovering over the fields will display a brief description; however, the calculations and concepts remain the same, changing only the way the data is presented

🪲 Bug

• Fixed the transfer to a human agent for conversations originating from Boteria, which in some situations caused protocols not to be found or the same customer talking to two agents at the same time

💡 Feature

• Boteria - TopDesk - Omni Integration
• Omni will now natively recognize (no configuration required) when a Boteria conversation involves TopDesk

💡 Feature

• Do not allow the use of Parent Tag for ticket disposition
• By default, this is allowed; if you wish to block it, you must go to your company registration, enable the restriction, and ask your users to log in again

🔐 Scale & Trust

• Billings integration: From now on, if not properly configured, Omni will require the configuration and guide you through the procedures. This alert will appear under channel configuration and integration

🲲 Bug

• For email media, fixed the date and time field to reflect the first message, aligning with other media types
• Fixed the HSM scheduling screen for templates that do not contain variables
• Fixed an issue where the customer-to-agent bonding (carteirização) backup agent did not work in certain cases
• Fixed handling for cases where the broadcast system indicates an active ticket already exists, ensuring it is blocked for WhatsApp