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74 posts tagged with "Omni"

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Atualização 7.0.3

· One min read

Omni: Release 7.0.3 🔐 Scale & Trust

  • In the new ticket screen, improved the visual presentation of internal comments

🪲 Bug

  • Fixed an issue where the chat media type was in lowercase, preventing the interaction dashboard from displaying an incorrect number of tickets in queue
  • Fixed the service listing to display categories in ascending order

💡 Feature

  • New visual identity for the digital inbound services monitoring screen (available only to clients participating in the beta project for the new ticket screen)

Atualização 7.0.2

· One min read

Omni: Release 7.02 🔐 Scale & Trust

  • Possibility to add Salesforce integration data directly into the user registration, eliminating the need to open a support ticket for a company that has already been previously configured
  • Beta version for the voice channel agent to maintain their queue position for the next call after a browser refresh (F5 logs out and logs back in)
  • Permissions for the new ticket screen
  • Added the option to insert a Voice Webhook within the company registration for subsequent configuration on each service
  • Tickets (except for voice) transferred by service are now displayed on the Ticket Dashboard under "In Queue"

🪲 Bug

  • Fixed an issue in the email channel where receiving an email containing HTML/CSS was causing the conversation layout to become misaligned

Atualização 7.0.1

· One min read

Omni : Release 7.0.1 💡 Feature

  • Possibility to view the origin of the last message (agent or customer) within Interaction Tracking
  • Added the option to filter tickets by status (Active and Expired) on the Digital Inbound Services Monitoring screen

🪲 Bug

  • Fixed the whisper feature
  • Fixed an issue to correctly save the timezone in the IVR call flow designer
  • Added handling for Boteria to successfully start a new conversation in certain cases where the survey was still open
  • Removed an obsolete CRM menu
  • Adjusted call data collection to comply with the new Chrome policy
  • Fixed handling for new Omni users who already exist in Accounts

🔐 Scale & Trust

  • Added the ability to configure email accounts with aliases in the Email Channel
  • Added the ability to create organizations via API (Internal)
  • Added handling for receiving emails on alias accounts

Atualização 7.00

· One min read

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

Atualização 6.90

· One min read

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

Atualização 6.80

· One min read

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

Atualização 6.70

· One min read

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

Atualização 6.60

· One min read

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)