Skip to main content

68 posts tagged with "Omni"

View all tags

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)

Atualização 6.30

· One min read

💡 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

Atualização 6.20

· One min read

💡 Feature

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

Atualização 6.10

· One min read

💡 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

Atualização 6.0

· One min read

💡 Feature

  • Bulk Ticket Transfer: Allow the supervisor to transfer multiple tickets at once to another agent
  • Explanatory Video: https://www.youtube.com/watch?v=PJDOXAbeaw0
  • A new menu called Manager Tools was created in the documentation
  • Do not allow ticket disposition (except for voice) using the parent tag
  • This feature is disabled by default; it will be necessary to go to your company registration, activate it, and ask users to log in again
  • Audio speed-up and transcription option: Now the agent will see the option to speed up or transcribe a received audio right below the received audio file

🔐 Scale & Trust

  • In monitoring, agents in On Call and On Break statuses are now sorted in ascending order
  • In Closed Tickets, a search magnifying glass was added to help the agent find finished tickets more easily

🪲 Bug

  • Fixed pagination on the expired tickets configuration screen