Notes Dated: 04/09/2024
Release Date: 15/09/2024
The document communicates the new features and changes in OMNI Reach release.
Resolution targets available at team and agent level (827)
To setup the targets go to Settings -> Team Management and select a team, then select the KPI tab.
Hourly and daily targets can be set for the team:
Individual agents can have their targets overridden in the ‘Override at agent level’ section:
The Team Manager -> User Tracking page has been updated. The ‘Activity’ tab now shows the total resolved and the targets for both the daily and last hour reports.
Can re-order library responses. Includes UI update of Library Response management page (836)
The Library Response settings page has been redesigned:
To add a group, enter the name for the group in the ‘New Group Name’ field and press ‘Add’
To add library responses to a group, select the group on the left hand side and enter the name for the response in the ‘New Response:’ field and press ‘Add’
If there are multiple responses they can be reordered by group.
To edit a response, select the response name and the edit screen will appear:
To reorder the groups, select the ‘Group Edit’ tab:
Automatic Redaction of Credit Card Numbers (855)
We have added an opt-in service to automatically redact any credit card details entered by a customer. The information will be checked on receipt of the customer message (across all channels) and replaced with * if credit card details are detected. We will have no knowledge of the credit card details and will not be able to revert the redaction.
Please let us know if we are redacting anything more than credit card numbers or phrases where credit card numbers are not redacted and we will update our model.
Downloaded transcript reports will now have all messages instead of only the last 50 (854)
Known Bugs and Limitations – NONE
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