Live Date: SOB 29/07/24
1. Introduction
The document communicates the new features and changes in OMNI Reach release.
2. About the Release
Changes made include:
2.1 UI Change: Campaign Settings page (843)
The message sending options have been moved to a tab called ‘Message Sending Options’
2.2 New columns added to Transcript Reports (850)
These changes are no retrospective and will only be visible for transcript reports going forward.
The Transcript report that is sent via SFTP will have the following new fields:
Sla Breached: whether or not the defined SLA has been breached at any point during this chat.
Total Agent Wait Time: the total time during the chat that the customer was waiting for an agent reply.
Chat Assignment Time: the time between the customer being handed off to an agent and an agent being assigned to the chat.
Max Agent Wait Time: the longest single period where the customer was waiting for an agent reply.
2.3 Organisation setting to allow agents to use HTML for email and webchat (844)
In Settings -> Organisation Settings -> and the ‘Agent Settings’ tab there is an option to allow agents to switch to HTML for Email and Webchat chats.
The agent screen will show an HTML button where appropriate that the agent can press to switch the editor to the HTML editor.
The HTML editor can be recognised by the toolbar.
3. Known Bugs and Limitations
None