68 posts tagged with "Omni"

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.

Release 3.3 (Nova Tela de Atendimento) 💡 Feature

• Available only for clients using the New Ticket Screen:

  • Ability to mark a ticket as unread if the operator clicked on it by mistake

  • Ability to filter and reorganize information within the ticket history

  • New Visual Identity for the following screens (for clients using the New Ticket Screen):

    • Monitoring \ Agents screen
    • Broadcast \ Campaigns screen
    • Contacts screen

  • Ticket Expiration Status for the Boteria media channel, matching the existing behavior for WhatsApp

  • For users utilizing the Softphone integration with Salesforce, the name of the selected IVR queue will now be displayed

🔐 Scale & Trust

• Improvements to messages, statuses, and handling on the scheduled Quick Broadcast screen to provide better feedback to the user who scheduled it

• Ability to perform maintenance on IVR flows that contain web services

🪲 Bug

• Added invalid data handling in the OmniView dashboard to prevent indefinite loading, which caused a false impression of system slowness

• Fixed an issue in the user menu to ensure Pipedrive integration data is inserted correctly

Omni: Release 7.09 and 3.2.1​

💡 Feature

• Beta Version of the Draft Feature:
  • This option allows agents to type a message without losing their text if they don't send it immediately
  • If the operator switches machines or logs in from a different workstation, the draft will be lost
  • Available only in the New Ticket Screen
• Possibility for agents to upload multiple documents at once into a ticket, along with a document preview feature
  • Available only in the New Ticket Screen

🔐 Scale & Trust

• [Internal Use] When creating a new organization, it will now come pre-configured for the New Ticket Screen

🪲 Bug

• Fixed the reconnection handling in the event of disconnections caused by client network instability, preventing inconsistencies in the activity report
• Fixed an issue to ensure the transferring agent is properly included in the transfer record of the Interactions report for new calls onward
• Fixed the pause time counter, which was showing discrepancies on networks with high latency
• Fixed the "Disconnect 1005 with status Client-side close frame status not set" error, which was causing agents to receive Facebook and Instagram interactions even while "offline"

Omni: Release 7.0.8 💡 Feature

• New Visual Identity for the Digital Inbound Service Screen
• New Visual Identity for the User Registration Screen, now allowing the insertion of the user access profile on the same screen
• New Visual Identity for the User Tag Screen
• Beta Version of the Monitoring \ Tickets Screen:
  • Allowing multiple services in the filter
  • New technical architecture
  • New visual identity Note: The legacy screen remains live in the same location.

🔐 Scale & Trust

• X-Ray for Broadcast (Internal use)
• When creating a campaign in Broadcast, the message for exceeding the limit was updated. It will now display the contracted limit, making it easier for the client and other teams to understand
• Improvements to the sidebar components of the new service screen regarding resizing
• Added the Extension field to the service export CSV file

🪲 Bug

• Fixed Instagram message receiving issues
• Fixed an issue where tickets were failing or expiring before 24 hours in transfer scenarios
• Fixed the error message when sending an email broadcast to a contact who is already in an active ticket
• Fixed an issue to ensure that after closing an HSM conversation with a resolution tag, if the customer replies, they are routed to the bot instead of being sent directly to the agent
• Fixed an issue to ensure that when a service is deactivated, it is deactivated across all collections (Internal use)
• Fixed the New Ticket Screen to correctly send DTMF tones if the agent makes a call and is answered by an IVR
• Fixed the layout of the Ticket Transfer message
• Fixed handling for emails with image-based signatures
• Fixed access permission settings for the in-person service screen