69 posts tagged with "Omni"

Omni: Release 7.0.8 💡 Feature

• New Visual Identity for the Digital Inbound Service Screen
• New Visual Identity for the User Registration Screen, now allowing the insertion of the user access profile on the same screen
• New Visual Identity for the User Tag Screen
• Beta Version of the Monitoring \ Tickets Screen:
  • Allowing multiple services in the filter
  • New technical architecture
  • New visual identity Note: The legacy screen remains live in the same location.

🔐 Scale & Trust

• X-Ray for Broadcast (Internal use)
• When creating a campaign in Broadcast, the message for exceeding the limit was updated. It will now display the contracted limit, making it easier for the client and other teams to understand
• Improvements to the sidebar components of the new service screen regarding resizing
• Added the Extension field to the service export CSV file

🪲 Bug

• Fixed Instagram message receiving issues
• Fixed an issue where tickets were failing or expiring before 24 hours in transfer scenarios
• Fixed the error message when sending an email broadcast to a contact who is already in an active ticket
• Fixed an issue to ensure that after closing an HSM conversation with a resolution tag, if the customer replies, they are routed to the bot instead of being sent directly to the agent
• Fixed an issue to ensure that when a service is deactivated, it is deactivated across all collections (Internal use)
• Fixed the New Ticket Screen to correctly send DTMF tones if the agent makes a call and is answered by an IVR
• Fixed the layout of the Ticket Transfer message
• Fixed handling for emails with image-based signatures
• Fixed access permission settings for the in-person service screen

Omni: Release 7.0.7 💡 Feature

• New media type for in-person service/tickets (Available only for clients using the new ticket screen) Documentation Link: https://www.documentacao.omni.code7.cloud/docs/modules/nova_tela_atendimento/#atendimento-presencial

🔐 Scale & Trust

• New visual identity for the Shortcuts screen
• Possibility to register Azure/Microsoft email accounts directly through the interface, eliminating the need to open a support ticket Documentation Link: https://www.documentacao.omni.code7.cloud/docs/modules/canais/#email-microsoft

🪲 Bug

• Fixed an issue to ensure the ticket expires after a Boteria expiration event
• Fixed an issue to correctly display services with long names in the WhatsApp configuration
• Fixed the user search to look through the entire database registry and not just the items displayed on the screen

Omni: Release 7.0.6 💡 Feature

• New visual identity for the Voice Monitoring Dashboard for users participating in the new ticket screen project
• Added the possibility to sort columns
• Inclusion of the overall Abandonment Rate (%)
• Inclusion of the overall call volume metrics
• In Blacklist: option to export the registration list to CSV format

🔐 Scale & Trust

• In New Ticket Screen \ Monitoring \ In Progress , the following changes were made to the card view:
  • Card display sorting changed to Online → On Break → Offline
  • Colors will now match the current status
• New handling for disconnections with error 1006 - Connection closed abnormally
• Ability to bulk close tickets in queue, reducing the need to open support tickets

🪲 Bug

• Fixed messages and handling for scheduled Quick Broadcasts to allow users to correctly understand the scheduling results
• Fixed the email download service to prevent attachments of type Microsoft.Graph.ItemAttachment from freezing the media queue
• Fixed empty message issues during Facebook and Instagram media transfers
• Fixed an issue to correctly display the agent's status as "On Break" under Monitoring \ In Progress
• Fixed some cases where the option for the agent to decide whether or not to send the survey was not displaying properly

Omni: Release 7.0.5 💡 Feature

• In the New Ticket Screen, added the possibility to filter by date within the ticket history
• In the New Ticket Screen, added the possibility to enter an external protocol number
• This requires enabling a flag in the company registration called "Ativar o preenchimento obrigatório de protocolo externo ao finalizar atendimento" (Enable mandatory external protocol entry upon ticket closure)
• In the New Ticket Screen, allow grouping services for transfer purposes

Omni: Release 7.0.4 💡 Feature

• Possibility to receive customer data from Boteria to be displayed in the header of the New Ticket Screen
• Keyword Blacklist: ability to create a list of prohibited words. In the New Ticket Screen, the agent will receive feedback indicating that the typed word is prohibited, and the system will block the message from being sent
• Prompt the agent to choose whether to send the Satisfaction Survey
• In the New Ticket Screen, when disposing a ticket on a service that has a survey enabled (and with the flag active), Omni will prompt the operator to confirm whether they want to send the Satisfaction Survey or not
• This flag can be found under your company registration and is named "Ativar opção de envio de pesquisa ao finalizar atendimento" (Enable survey delivery option upon ticket closure)
• Requirement: Must be using the New Ticket Screen

🔐 Scale & Trust

• In the Omni historical data API, added the login of the agent who handled the ticket to the following routes: service-history, voice-log, and service-history-audio-links
• Created a specific permission to block the ability to download the Interaction Tracking CSV file
• This permission is named "Relatórios\Bloquear download csv do rastreio de interação" (Reports\Block interaction tracking csv download). It is disabled by default (keeping current behavior); once enabled, the CSV download button will be disabled upon the user's next login

🪲 Bug

• Fixed an issue to ensure that a customer with an assigned agent (carteirizado) is correctly routed to the proper salesperson
• Fixed ticket distribution for cases where the agent does not log off correctly

Omni: Release 7.0.3 🔐 Scale & Trust

• In the new ticket screen, improved the visual presentation of internal comments

🪲 Bug

• Fixed an issue where the chat media type was in lowercase, preventing the interaction dashboard from displaying an incorrect number of tickets in queue
• Fixed the service listing to display categories in ascending order

💡 Feature

• New visual identity for the digital inbound services monitoring screen (available only to clients participating in the beta project for the new ticket screen)

Omni: Release 7.02 🔐 Scale & Trust

• Possibility to add Salesforce integration data directly into the user registration, eliminating the need to open a support ticket for a company that has already been previously configured
• Beta version for the voice channel agent to maintain their queue position for the next call after a browser refresh (F5 logs out and logs back in)
• Permissions for the new ticket screen
• Added the option to insert a Voice Webhook within the company registration for subsequent configuration on each service
• Tickets (except for voice) transferred by service are now displayed on the Ticket Dashboard under "In Queue"

🪲 Bug

• Fixed an issue in the email channel where receiving an email containing HTML/CSS was causing the conversation layout to become misaligned

Omni : Release 7.0.1 💡 Feature

• Possibility to view the origin of the last message (agent or customer) within Interaction Tracking
• Added the option to filter tickets by status (Active and Expired) on the Digital Inbound Services Monitoring screen

🪲 Bug

• Fixed the whisper feature
• Fixed an issue to correctly save the timezone in the IVR call flow designer
• Added handling for Boteria to successfully start a new conversation in certain cases where the survey was still open
• Removed an obsolete CRM menu
• Adjusted call data collection to comply with the new Chrome policy
• Fixed handling for new Omni users who already exist in Accounts

🔐 Scale & Trust

• Added the ability to configure email accounts with aliases in the Email Channel
• Added the ability to create organizations via API (Internal)
• Added handling for receiving emails on alias accounts

Omni : Release 7.0 💡 Feature

• Display of the operator's pause reason on the voice monitoring dashboard (this option is disabled by default and must be enabled in the company registration)
• Included the "Expiration Status" field in the Interaction Tracking CSV download

🪲 Bug

• Fixed cases where typing a contact's first and last name would not display properly, preventing the "This contact does not exist" message

🔐 Scale & Trust

• Update of digital certificates and access keys
• Handling to prevent the deletion of an email channel with open tickets, avoiding issues with tickets and chats assigned to agents

Omni : Release 6.90 💡 Feature

• Sending the description of the ticket resolution tag (disposition tag) when the ticket originates from Boteria
• Sending the ticket protocol number upon closure when the ticket originates from Boteria

🪲 Bug

• Fixed an issue to correctly display the alias on the Omni home screen welcome message when it exceeds 20 characters
• Fixed cases where a contact would not appear in the Quick Broadcast search, preventing the "This contact does not exist" message