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Atualização 4.0.3

· One min read

Release 4.0.3

💡 Features

  • In the Monitoring Panel: Inbound Services, new indicators have been added:

    • TMD: Average Abandonment Time
    • TME: Maximum Waiting Time
    • Ability to analyze historical data (except agent-related data)
    • Ability to export in PDF and CSV

  • In Quick Send, possibility to attach a file if the template allows

  • In the Monitoring \ Service \ In Queue Panel, a new Actions column has been added with the following functionalities for WhatsApp media:

    • Observe service session
    • Insert Comment
    • End Service Session — when performed, the tag will be “Ended in Queue”
    • Prioritize by Agent — allows moving a session forward for a specific agent. In this case, the agent’s maximum session limit is not respected, since this is intended for urgent cases

  • New Digital Service Indicators added to the Interaction Tracking:

    • TMP: Productive Service Time — the time the agent actually conversed with the client
    • TMI: Unproductive Service Time — the time the session was on hold
    • The Duration field now represents TMP + TMI

🪲 Bugs

  • Fixed expiration events with sending to external Big Query