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Omni Documentation

website·Indexed 31 days ago

https://www.docs.omni.digitalcontact.cloud/

Documentation and release notes for Omni, a digital contact cloud platform. Includes details on features such as chat and WhatsApp queue positioning, mobile device support, Salesforce integration, and voice monitoring, with version history covering releases from 3.6.0 through 7.0.8.

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What's inside Omni

  1. Overview of Status Holding (Personal Queue)

    Status Holding, also known as 'Fila Pessoal', is a feature for Chat and WhatsApp that temporarily places inactive conversations in a 'waiting' state. This optimizes the flow of service by freeing up space in an agent's simultaneous attendance limit, allowing new customers in the queue to be served more quickly without fully closing the existing session.

  2. Overview of Omni's Attendance screen

    The Attendance screen is the central operational hub for agents to manage customer interactions. It allows agents to check new attendance requests, track existing requests, and prioritize messages based on urgency, status, or wait time. The Side Menu provides access to system modules, with visibility based on the user's assigned permissions.

  3. Overview of Status Holding (Personal Queue)

    Status Holding, also known as Personal Queue, is a feature for Chat and WhatsApp media that optimizes attendance flow. When an attendance enters the expiration process due to client inactivity, it is placed in 'Holding' status. This frees up a slot in the agent's maximum simultaneous attendance limit, allowing new clients in the queue to be served without closing the inactive session.

  4. Overview of the Omni Service Screen

    The Service Screen (Tela de Atendimento) is the central operational hub for Omni agents to manage customer interactions, including calls, messages, and status tracking. The interface includes a Side Menu for quick access to system modules, with visibility based on the user's assigned permissions.

  6. Improve HSM sending alerts and softphone DDI search

    Recent updates have added more attendance information to HSM sending alerts and improved the DDI (Direct Dialing In) search functionality within the softphone for organizations performing international calls across multiple countries.

  7. Understand how the Omni-Zendesk integration works

    The integration provides a softphone experience directly within Zendesk:

    • Softphone Access: The Omni softphone is accessible via the Omni icon in the upper right corner of the Zendesk screen.
    • Call Handling: Agents can make and receive calls through this integrated interface.
    • Automatic Ticket Creation: When a call ends, a ticket is automatically created in Zendesk and assigned to the agent who handled the call.
    • Call Recordings: Call recordings can be downloaded directly from the resulting Zendesk ticket.

  10. Use the Inbound Services Monitoring Panel (Beta)

    A new Beta monitoring panel for Inbound services (Chat, WhatsApp, and Email) is available. This panel can be accessed via 'Monitoração\Serviços Inbound Digital'. Hovering over the fields provides brief descriptions of the data, while the underlying calculations and concepts remain consistent with previous versions.

  11. Omni Release 5.0.8 User Experience Improvements

    Release 5.0.8 introduces several UI and UX standardizations to improve navigation and data entry:

    • Added search functionality to the Shortcuts select menu.
    • Standardized search filters for User Tags and Services to match the patterns used across other system screens.
    • Added a text formatting box for WhatsApp and Chat media messages.

  12. Monitor Inbound Digital services via the new Monitoring Panel

    A new Beta Monitoring Panel for Inbound services (Chat, WhatsApp, and Email) is available. This panel can be accessed via Monitoração \ Serviços Inbound Digital. While the visual presentation of data has changed and tooltips provide brief descriptions of fields, the underlying calculations and concepts remain the same as previous versions.