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Omni Documentation

website·Indexed 31 days ago

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

Documentation and release notes for Omni, a digital contact platform. Includes details on features such as bulk ticket transfer, HSM templates, interaction tracking, and mobile device support across versions including Release 3.3, 3.6, 6.0, and 7.0.7.

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What's inside Omni

  1. Overview of the Omni Service Screen

    The Service Screen (Tela de Atendimento) is the central operational hub for Omni agents. It allows agents to manage incoming interactions, track existing tickets, and prioritize messages or calls 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 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 user permissions.

  4. Overview of the Omni Home Screen layout

    The Omni Home Screen provides a unified interface for all users, organized into three primary functional areas:

    1. Sidebar (Barra Lateral): Contains the main navigation menu to system modules (based on user permissions), company branding, system version, agent status, and extension (ramal) information.
    2. Top Bar (Barra Superior): Provides quick access to operational tools including In-person Service (Atendimento Presencial), My View (Minha Visão), Finished Services (Atendimentos Finalizados), a Search field, and Quick Blast (Disparo Rápido).
    3. Center Area (Pré-visualização de Atendimentos): Displays a preview of ongoing services as cards, showing key details such as Customer Name and Total Service Time (TTA).

  5. Overview of the Omni Service Screen

    The Service Screen (Tela de Atendimento) is the central operational hub for Omni agents. It allows agents to receive new interactions, track existing ones organized by cards or lists, and prioritize communications based on urgency, status, or wait time. Access to specific modules within the Side Menu is controlled by user permissions.

  6. Overview of Status Holding (Personal Queue)

    Status Holding, also known as 'Fila Pessoal', is a feature for Chat and WhatsApp media that temporarily places interactions in a 'waiting' state after an expiration process begins. This frees up capacity in the agent's simultaneous atendimento limit, allowing new customers in the queue to be served more quickly without fully closing the existing interaction.

  7. Use the Tools Sidebar for contact and interaction management

    The Tools Sidebar provides quick access to administrative actions for the current interaction. Available tools include:

    • Add/Link Contact: Link the interaction to an existing contact or create a new one.
    • Edit Contact: Update existing contact information.
    • Interaction Tagging & Closure: Log the completion of the interaction.
    • Transfer Interaction: Move the conversation to another agent or service while preserving history.
    • Shortcut Lists: Access pre-configured recurring responses.
    • Lira: AI-powered suggestions and automations (requires organization enablement).
    • Help Me: AI-generated conversation summaries and knowledge base search suggestions (requires organization enablement).

  9. Implement Customer Satisfaction Metrics (NPS and CSAT)

    The platform supports two primary methodologies for measuring customer experience via Flow Surveys:

    • NPS (Net Promoter Score): A loyalty metric used to measure long-term customer loyalty and overall experience. It can include additional questions to assess specific products or business lines.
    • CSAT (Customer Satisfaction Score): A short-term scale used to evaluate specific interaction points such as delivery logistics, speed of resolution, or the sales process. It typically asks users to rate their experience with the brand.

  12. Understand the Omni Home Screen layout

    The Omni Home Screen is divided into three primary areas to provide a unified view for all users:

    1. Side Bar (Barra Lateral): Contains the main navigation menu (modules), company logo, system version, agent status, extension (ramal), and system status.
    2. Top Bar (Barra Superior): Provides quick access to operational tools including In-person Service (Atendimento Presencial), My View (Minha Visão), Finished Services (Atendimentos Finalizados), a Search field, and Quick Blast (Disparo Rápido).
    3. Center Area (Centro): Displays a preview of ongoing services as cards, showing key details such as the Customer Name and Total Service Time (TTA).