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69 posts tagged with "Omni"

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Update 5.0.14

· One min read

Release 5.0.14​

💡 Features

  • Screen for Monitoring Limit and usage by the customer of HSM
  • Screen for Changing HSM limit, which can be performed by CS and Support without opening a ticket for N3 Omni

🔐 Scale & Trust

  • Allow registering WhatsApp numbers from other countries on the contacts screen
  • Priority field in "Observe Conversation" due to Pauses with priority configuration
  • Allow viewing expired attendances from the bot agent when the org uses the User Group functionality
  • Do not allow login if not configured in the billing grouping (requires prior activation)

🪲 Bugs

  • Fix in the list of available audios for satisfaction survey
  • Fix in the export of interactions in some orgs where the value is lower than what is shown on screen

Update 5.0.13

· One min read

🔐 Scale & Trust

  • In the email midia, for queue-based service interactions, the functionalities of Observe conversation and others were added, similar to what already exists in chat.

🪲 Bugs

  • Fix for correct extraction of Tracking with D0 data for tabulations longer than 5 minutes.

Update 5.0.12

· One min read

💡 Features​

  • New route to check the consumption of the Historical Data API. We now provide an API route for the client to consult their contracted volume, usage, and available balance of requests by API-KEY, thus generating greater autonomy for the client in managing requests. Learn More

🔐 Scale & Trust​

  • Addition of more existing attendance information in the HSM sending alert

  • Improvement of DDI search in the softphone for orgs that make international calls to many countries

🪲 Bugs​

  • Fix for extraction of IVR Agent Grouping Report

  • Fix when editing org to not lose Countries Info

Update 5.0.11

· 2 min read

💡 Features​

  • Function to unify contacts/attendances so that the TimeLine can be as reliable as possible

🔐 Scale & Trust​

  • Error return details from META, in the csv of HSM Reports, Detailed Broadcast, and Attendance Screen explaining the error when sending to new occurrences, thus avoiding the need to open a ticket to investigate the reason for the failure

  • Handling of overflow to human service while the client sends messages in the same Nanosecond

  • Agent stopwatch in the walletization flow

  • New structure for massive contact import focused on improving experience and performance Learn More

  • Preview Dialer: Possibility to dial other numbers and insert new numbers into the mailing list Learn More

  • Microphone permission: when the user disables the microphone or denies its use upon receiving a call, and the call is abandoned, a message will be placed in the history flow saying “Call refused due to lack of permission to access the microphone”

  • New search fields in Expired Attendances facilitating user experience Learn More

  • Priority field in Tracking, marking when the attendance is transferred due to pause or access grid based on new prioritizations Learn More

Update 5.0.10

· One min read

💡 Features​

  • Customer Service Timeline, providing a consolidated view of all human-assisted interactions for a specific contact Learn More

🔐 Scale & Trust​

  • Ability to search for an existing Shortcut by its prefix on the Shortcuts Screen

  • Ability to search by email on the User Tag Screen

  • LIRA: Download button for a previously uploaded file

  • LIRA: Retrain by file button

🪲 Bugs​

  • Fixed the Omni View Dashboard, ensuring that "In Progress" values accurately reflect the selected date filter

  • Fixed the Agent Report CSV export, resolving instances where data was incorrect in certain cases

Update 5.0.9

· One min read

💡 Features​

🔐 Scale & Trust​

  • Predictive Dialer: New visual identity for the mailing display on the agent's screen

  • New Visual Identity for the Integrations Screen Learn More

🪲 Bugs​

  • Fixed an issue causing errors when transferring emails to another service with a different integration account than the original

  • Fixed an issue where new inbound WhatsApp interactions from 8-digit contacts would get stuck in the queue

  • Fixed message status synchronization between the operator's screen and the "observe conversation" feature

  • Fixed login issues on iOS devices without the PWA installed

Update 5.0.8

· One min read

Release 5.0.8

🔐 Scale & Trust

  • Standardizations in user experience:

    • Shortcut select now allows search
    • User Tag search filters
    • Service filters aligned with the standard of other screens

  • Text formatting box added for WhatsApp and Chat media

🪲 Bugs

  • Fixed issue to keep Hold in gray when the following condition occurred: transferred session + agent timer triggered + next expiration message triggered
  • For Voice media, all buttons not related to this media (e.g., transfer session, etc.) are now hidden, since for Voice the buttons are in the softphone. This prevents errors caused by using incorrect buttons during transfers

Update 5.0.7

· One min read

Release 5.0.7

💡 Features

  • English version of minimum requirements documentation

  • Voice Media Re-contact Indicator

  • TCA Indicator available across other media

🔐 Scale & Trust

  • In the broadcast-message route, two new fields added in the response: consumed (whether the message was read) and protocol (protocol ID)

  • In the voice-log route, new return field added: ligo_ivr_id

  • Updated product status tool for Ligo embedded in Omni

  • [Internal] New display and actions when deactivating an org, ensuring security and compliance

  • Detailed error logs added for Powertags and Shortcuts import

  • Transfer while on Pause: option to configure destination queue instead of transferring to the same queue

🪲 Bugs

  • Fixed issue to block multiple clicks when prioritizing sessions, which caused errors and prevented distribution

Update 5.0.6

· One min read

Release 5.0.6

💡 Features

  • Passport stamped! 🛂
    • Omni now speaks Spanish (LATAM) and is ready to expand its journey across Latin America to connect even more people and businesses
    • Learn More

🔐 Scale & Trust

  • Option to disable ringing when a voice session arrives

    • To activate, a support ticket must be opened with Omni N3

  • Agent search field in the Access Grid, making it easier to locate an agent when multiple access grids exist in the same org

🪲 Bugs

  • Fixed issue with channel deletion message
  • Fixed issue where sessions were leaving hold without client interaction
  • Fixed issue in In-Person Service where the country flag was not following the standard
  • Fixed issue in Facebook Interaction Tracking where the “last response” column was sometimes blank
  • Fixed conflict between two sessions with the same contact

Update 5.0.5

· 2 min read

Release 5.0.5

💡 Features

  • Receive shared contact: when a client shares a contact, Omni will now display it in the session (WhatsApp only, without bot)

  • New TCA Indicator (Client Waiting Time for Agent Response) after being distributed to the agent

  • WhatsApp Reactions: when a client reacts to an agent’s message, the reaction will now be displayed in Omni (WhatsApp only, without bot)

  • In-Person Registration: optional ability to select a closing tag for the service used

🔐 Scale & Trust

  • Omni Login Licenses Configuration → Billing

  • [Internal Use] Export\Admin Calls: added the service name used in inbound and outbound calls

  • For email sessions, when the operator writes long text with paragraphs, the spacing between paragraphs for the client is now improved

🪲 Bugs

  • Fixed issue to display contact name in tracking when created during the session
  • Fixed issue to correctly display the number of sessions in the “In Service” Panel when filtered by service, avoiding false perception of slot availability and consequent distribution errors