Teams and telephony report
Consolidated and analytical views now coexist in the same experience, with filters, export, operational times, and API query.
OmniSmart News · OmniSmart Release — July 2026
More visibility for management. More continuity in customer service.
The July 2026 release brings a new telephony reports experience and fixes that protect the history, distribution, workflows, and daily routine of agents.
Teams Report — Telephony10 operational fixesJuly 2026
OMNISMART · RELEASEJuly 2026
verifiedPUBLISHED
MAIN DELIVERYTeams Report — Telephony
Consolidated and analytical in a single experience.
historyPreserved historyReopened conversations with context
mark_chat_readReliable messagesStatus, failure, and retry
pause_circlePause respectedEven with network fluctuation
account_treeSecure workflowsControlled deletion and restoration
1 new management experience10 operational fixes
2 viewsConsolidated by team and analytical by call
10 fixesCustomer service, telephony, WhatsApp, and workflows
More contextPreserved history and messages
More controlPause, filters, and executions respected
What's new
A management delivery accompanied by improvements to the operational foundation.
This month's evolution brings the indicator closer to the call that originated it and fixes behaviors that could interrupt the workflow. The result is an operation that is easier to monitor and more predictable for those who serve.
Preserved WhatsApp history
When starting a new contact, an existing archived conversation can be reopened with the previous context, avoiding duplication.
Messages with clearer status
Delivery and read statuses are updated, and messages that fail remain visible with options to retry or cancel.
Agent pause respected
A connection fluctuation no longer automatically ends the pause and prevents improper distribution of calls and interactions.
Protected workflows
Deleted flows no longer receive new triggers, related executions are interrupted, and a restoration returns disabled.
More consistent management routine
Kanban filters, pending wrap-up, search conditionals, and registration validations now reflect the correct operational state.
Main changes
From call to closure, each step gained more continuity
The improvements act on different points of the journey but share the same goal: maintaining context and respecting the actual state of the interaction.
Monitor
Compare teams and drill down to each call in the new telephony report.
Distribute
Keep calls and conversations out of the queue for agents who remain on pause.
Chat
Preserve pending messages, delivery statuses, and the history of reopened chats.
Close
Recover pending wrap-up and link post-call time to the correct call.
Automate
Ensure that deleted or restored workflows respect the state defined by management.
Impact on operations
What changes in practice
The release combines a new management view with fixes that preserve context and respect the operational state.
Management with more explanation
The consolidated view shows the signal, and the analytical view helps investigate what formed each result.
Conversations with continuity
History, pending messages, and template content remain clearer for those who serve.
Respected states
Pause, deletion, restoration, filters, and pending items now produce consistent behaviors.
Less manual correction
The team spends less time rebuilding context, redoing actions, or checking divergent screens.
Who it makes sense for
An update for management, operations, and customer service
OmniSmart customersSupervisors and coordinatorsAttendants and operatorsPlatform administratorsSupport and implementationProcess managers
Frequently asked questions
Learn more
The main delivery is the Teams Report — Telephony, which brings together the consolidated view by team and the analytical view per call in a single experience.
No. They can remain available during validation and adoption of the new report, allowing a controlled transition.
The link between the wrap-up pause and the call will be recorded from the activation of the delivery. Previous periods may not have this association.
The message remains in the history and, when sending is not completed, presents clear options to try again or cancel.
No. The pause must end by an explicit resume or logout action, preventing new distribution during a network fluctuation.
Talk to OmniSmart
Discover the new features applied to your operation
Talk to OmniSmart to understand the new report, review the metrics, and guide supervisors, coordinators, and attendants.
Chat with a specialist
Tell us the basics about your scenario.