68 posts tagged with "Omni"

Release 5.0.3

💡 Features

• Blended Service [Dialer]

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• Redistribute clients with priority 0 from offline agents at the end of the Access Grid journey

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• After the agent’s timer expires, insert an internal alert comment

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• Display the number of contacts made during the day by the same client originating from the bot

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• Ability to use HSM template of type Image Carousel

🔐 Scale & Trust

• New Visual Identity for the Outbound Dashboard
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🪲 Bugs

• Fixed issue to handle cases where a session already exists in Scheduled Send
• Fixed issue in email service to follow the draft standard of other media
• Fixed issue to block transfers via Monitoring Panel for expired sessions, avoiding errors since the session was already expired and the only action is to finalize
• Fixed issue to display the external protocol field in the Voice Interaction Tracking Report
• Fixed issue to prevent session expiration when the last interaction was from the client
• Fixed issue to avoid errors when editing email channels with Microsoft accounts

Release 5.0.2

💡 Features

• Configurable minimum and maximum value for mandatory external protocol entry when closing a session

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• Alphanumeric CNPJ field according to the new government rule

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🔐 Scale & Trust

• Email validation in user registration

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• New visual identity for the blacklist screen

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• New visual identity for the integrations screen

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Release 5.0.1

💡 Features

• Consumidor.gov: possibility of partial response
• Automatic message to the client when the agent’s response timer ends

🔐 Scale & Trust

• Improved Email media Tracking and History: now the entire content is displayed in fullscreen when exporting to PDF

🪲 Bugs

• Fixed issue in Service Transfer to prevent sending to agents who were deactivated in the platform while still logged in
• Fixed issue to prevent Omni from freezing when receiving a corrupted PDF

Obs: Documentation for the features will be provided soon

Release 5.0.0

💡 Features

• Display comments on images sent by the client in WhatsApp media (without bot)
• Detailed Broadcast Report: added a new column (external_status) showing the latest status of the message at the time of report extraction

🔐 Scale & Trust

• In the Activity Report, added the user’s IP when they enter Pause
• First version of Quick Send handling: informs when a session already exists in the platform but cannot be found, avoiding the need to open a support ticket to release the contact for a new send
• Email conversations with many replies are now displayed with improved indentation, making reading easier (valid only for new sessions received in the platform)

Release 4.0.18

💡 Features

• Queue notification without logged-in user: it is now possible to configure managers to receive notifications in Omni when no user is logged into the queue

  • Documentation: https://www.documentacao.omni.digitalcontact.cloud/docs/modules/seguranca#notifica%C3%A7%C3%A3o-de-fila-sem-operador

• Block making calls while on Pause

  • Documentation: https://www.documentacao.omni.digitalcontact.cloud/docs/modules/softphone/#bloqueio-de-liga%C3%A7%C3%B5es-durante-pausa

🔐 Scale & Trust

• To obtain an API key on the Channels screen, the requirement for additional permissions beyond accessing the Channels screen has been removed
• New Visual Identity for the Inbound Dashboard
  • Documentation: https://www.documentacao.omni.digitalcontact.cloud/docs/modules/painel#inbound-receptivo

🪲 Bugs

• Fixed issue after deleting a LIRA training base file
• Fixed issue to correctly display the balloon of the last message on the service screen when it is an internal comment
• Fixed error when sending a message in an active session that had been finalized in hold and the contact returned for a new session outside the access grid schedule. The session was left in Queue, and when prioritized, the error prevented sending.

Omni : Release 4.0.17.1

🪲 Bugs

• Fixed issue where Quick Send to WhatsApp with an attached file was not correctly displayed on the recipient’s device
• Fixed issue where the Holding status was lost after a second service transfer of the same session
• Fixed issue in the CSV export of Interaction Tracking for In-Person Service media

Omni : Release 4.0.17

🔐 Scale & Trust

• New Quick Send Reports

  • Documentation: https://www.docs.omni.digitalcontact.cloud/docs/modules/relatorio_exportacoes/#relat%C3%B3rio-de-disparo-hsm-detalhado

• New Indicators in the WFM API to track clients in Queue

  • Documentation: https://www.docs.omni.digitalcontact.cloud/docs/api_wfm/#chat-services---dashboard-de-atendimentos-digitais

• New structure for importing contacts in large volumes

• Minimum browser version updated from 127.x to 137.x

  • Documentation: https://www.docs.omni.digitalcontact.cloud/docs/requisitos_minimos/#aviso-de-atualiza%C3%A7%C3%A3o-do-navegador

• New markings in Voice Interaction Tracking for actions: Listen, Whisper, and Join Voice Call

• In the Agent Monitoring Panel, display of the service the agent is in during a call

  • Documentation: https://www.docs.omni.digitalcontact.cloud/docs/modules/monitoracao/#agentes

• New Indicators on the Service Screen (Total Active and Holding) for the agent

  • Documentation: https://www.docs.omni.digitalcontact.cloud/docs/modules/tela_atendimento/#elementos-da-tela

• When an org is deactivated, data in Queue will be automatically deleted

🪲 Bugs

• Fixed issue to allow inserting value 0 in abandonment time
• Fixed issue when filtering by service in Broadcast Sends where the “Answered” column was returning zero

Release 4.0.16

💡 Features

• For clients using LIRA, option to Like or Dislike responses
  • Documentation: https://documentacao.omni.digitalcontact.cloud/docs/modules/lira/#bot%C3%A3o-de-like-e-dislike

🔐 Scale & Trust

• Timestamp marking when a session entered Queue in cases of service transfer
• “Help Me” button for clients using LIRA in WhatsApp media

🪲 Bugs

• Fixed issue in Quick Voice Send when using the contact’s secondary phone number
• Fixed issue in session data to avoid errors when prioritizing sessions originating from transfers in the access grid
• Fixed issue in the “Service” filter in the Broadcast Dashboard

Release 4.0.15

💡 Features

• Real-time tracking of clients in Voice queues. In the Monitoring \ Inbound Services Panel, when clicking on a queue, a modal will display the clients waiting and their individual waiting times

🔐 Scale & Trust

• Display clients in Holding who are in Queue

🪲 Bugs

• Fixed issue to correctly save service configuration for manual calls, avoiding the need to open a support ticket
• Fixed issue in some cases where sessions transferred via the access grid were not being distributed

Release 4.0.14

🔐 Scale & Trust

• For orgs that use IMAPI to download emails, it is now possible to change the application password directly in Omni
• Created a parameter in the org to prevent inserting the last HSM or broadcast message sent to the client. This flag controls behavior at the time of distribution. Previous and future cases relative to the flag activation maintain the original session state. By default, it is set to “Do not display”
• Changed the way internal comments are marked for “Session Started” on the operator screen. Now, the timestamp of when the session arrived in Queue and when it was delivered to the Agent will be shown for new sessions. Transfers are not included in this scope
• Improved pagination in the LIRA Report screen
• Consumidor.gov: Ability to view and prioritize messages from sessions in Queue
• Blocking of active scheduling for new sessions

🪲 Bugs

• Fixed issue to correctly display offline operators in the Agent Panel in case of reconnection
• Fixed issue to correctly display internal comments made by managers on the agent’s service screen