68 posts tagged with "Omni"

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

Release 4.0.2

💡 Feature

• For orgs that use client presence control in Boteria:

  • In the Queue Monitoring Panel:
    • Only Online clients will be displayed in the list
    • The number of Offline clients will be shown separately

• Monitoring > Inbound Services (Digital):

  • Added filter for Online/Offline clients

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

  • 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

🪲 Bugs

• Fixed issue to prevent opening a session if the return is directed to the BOT in the Channels screen, avoiding stuck or misrouted sessions
• Fixed issue for orgs using Hold: after transfer by service, if the destination service does not have expiration configured, the expiration process will reset correctly

Release 4.0.1

💡 Feature

• New Channel Consumidor.gov.br: You can now handle complaints posted on consumidor.gov.br directly in Omni

🔐 Scale & Trust

• Dialer: In the interaction report, mailing data is now displayed in the conversation history
• GIF Blocking: You can now block GIF sending by profile on the service screen
• For orgs using Big Query as a repository, agent activities will now be sent with milliseconds in the record
• In the WFM API, the following values have been added for clients waiting in the Queue:
  • AVG_TIME: Average Waiting Time in Queue
  • MAX_TIME: Maximum Waiting Time in Queue
  • MIN_TIME: Minimum Waiting Time in Queue

Release 4.0.0

💡 Feature

• Personal Queue Holding for WABA
• Personal Queue Holding: New Filter on the Service Screen
• Response Timer in Service Sessions
• Welcome Message in Chat and WhatsApp

🔐 Scale & Trust

• Ability to Export Shortcuts via CSV

Release 3.8.1

🔐 Scale & Trust

• New fields in the Interaction Tracking CSV:

  • data_hora_entregue_fila – Represents the moment the service session arrives in the Queue in Omni
  • data_hora_entregue_agente – Represents the moment the session is delivered to the agent

• Survey sending for orgs that use expired sessions on the agent screen:

  • If the tag used to close expired sessions requires a mandatory survey, when closing a session expired due to client inactivity, the survey will be sent.
  • We recommend reducing the survey expiration time in your org’s settings.
    Documentation link

🪲 Bug Fixes

• Fixed Agent Report when using the time filter.

Release 3.8.0

💡 Feature

• Mass Management: Bulk closing of service sessions directly on the Agent Screen

🔐 Scale & Trust

• On the service_history_messages route:
  • Performance improvement
  • Change in date display, now showing up to 3 digits in milliseconds

🪲 Bug Fixes

• Fixed Inbound Dashboard Panel to prevent timeout errors
• Fixed Interaction Report so that in some cases the service history opens correctly
• Fixed issue where, in cases of connection loss, sessions would not drop to operators
• Fixed duplication of Microsoft account emails in the service history

Release 3.7.3 💡 Feature

• For orgs using the omni.header variable in boteria
  • We will now dynamically display up to the first 4 lines on the service screen (tela de atendimento) with an option to expand and copy
  • In Rastreio de Interações, when viewing the history of a service, these values will also be displayed at the top to improve the experience during service analysis

🔐 Scale & Trust

• When transferring services via Grade de Acesso or Ferramenta de Gestão em Massa, we added more details to the service and service history according to the rules:
  • If via Grade de Acesso, an internal comment will be displayed with the following nomenclature: “Atendimento Transferido via Sistema para o Serviço X”
  • If via Gestão em Massa, an internal comment will be displayed with the following nomenclature: “Atendimento Transferido de [user who performed it] para Usuário Destino”
• Rastreio de Interações is now the first report, reducing the number of clicks to access Omni's most used report
• In Rastreio de Interações, if the selected media is not “Voice”, the Status field will be automatically filled with “Service Completed”, providing a benefit in report extraction time
• In the history of a service, the option to sort events by ascending and descending date order was added, providing another viewing option per org

🪲 Bug

• Fixed the user tag filter in the user report to ensure it filters correctly

HotFix Version 3.7.2 We identified that in some organizations, the backend was unable to verify the "Enable Survey Delivery Option" parameter, which forced a prompt asking the agent whether or not they wanted to send the survey.

Following the completion of this maintenance, affected users must log out, clear their browser cache, and verify that the Omni version number has updated to 3.7.2.

Note:

This procedure is only required for affected clients.

There will be no system downtime during this maintenance period.

💡 Feature

• Organization-level configuration for satisfaction survey duration, enabling each organization to set (in minutes) how long a survey remains open for customer responses instead of the default 24 hours. https://www.documentacao.omni.digitalcontact.cloud/docs/modules/administrativo/#configura%C3%A7%C3%A3o-do-tempo-de-expira%C3%A7%C3%A3o-da-pesquisa-de-satisfa%C3%A7%C3%A3o

• New colors to differentiate between internal agent comments and automated system messages. https://www.documentacao.omni.digitalcontact.cloud/docs/modules/tela_atendimento/#coment%C3%A1rios-internos-no-atendimento

🔐 Scale & Trust

• In Interaction Tracking, when generating a CSV for the Voice media channel, the internal comment separator will be changed from \N to a comma to make column separation easier. This standardizes the layout to match the Chat format. 🪲 Bug
• Fixed an issue to ensure ticket expiration functions correctly even in rare cases where events occur within the exact same microsecond (µs).
• Fixed the filtering behavior when applying the "user tag" filter in the IVR Report.

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

• Added a tooltip to display the service name within the agent's ticket list

• In customer assignment (carteirização), added the protocol number if the customer has an open ticket, accelerating the identification of open interactions

• In Monitoring \ In Queue, inverted the display order to now show tickets sorted by AWT (Average Wait Time), from oldest to newest

• 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

• 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

• In Interaction Tracking, increased the modal size to improve the display of the conversation history

• 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