Atualização 3.7.0
Release 3.7.0 Migration to the new Ticket Screen for organizations that have not yet been migrated. Documentation link for the new screen, as per previously sent communications: https://documentacao.omni.digitalcontact.cloud/docs/modules/tela_atendimento
🔐 Scale & Trust
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Added a tooltip to display the service name within the agent's ticket list
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In customer assignment (carteirização), added the protocol number if the customer has an open ticket, accelerating the identification of open interactions
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In Monitoring \ In Queue, inverted the display order to now show tickets sorted by AWT (Average Wait Time), from oldest to newest
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New handling for user workstation connection loss (due to network/internet issues) with Omni, presenting a modal with more information and increased automatic reconnection attempts https://www.docs.omni.digitalcontact.cloud/docs/desconexao_socket/#perda-ou-instabilidade-na-conex%C3%A3o-de-internet
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On the ticket screen and in Interaction Tracking, when transferring a ticket by service or agent:
- New information will be displayed showing who transferred the ticket and to whom it was sent
- The conversation history prior to the transfer will be carried over so the receiving agent can understand what has been done so far https://www.docs.omni.digitalcontact.cloud/docs/modules/tela_atendimento/#hist%C3%B3rico-ap%C3%B3s-transfer%C3%AAncia
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In Interaction Tracking, increased the modal size to improve the display of the conversation history
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For organizations using BQ (BigQuery), added the transmission of the auto:1 parameter to Boteria to differentiate system messages from agent messages in conversations exported to BQ
🪲 Bug
- Fixed an issue to correctly display custom pauses for users who remain on break for more than 2 hours
- Fixed an error message issue in organizations that do not use queue positioning but notify customers through the queue message carousel
- Fixed the tag filter in Monitoring \ In Progress to correctly display the number of records
- Fixed an issue where, in certain cases of service transfers, the destination service was not being recorded correctly in the history
- Fixed tracking for transferred voice calls