Filed under Development, v4
Welcome to the third in a series of Version 4 development updates and previews.
Following from preview #2 (where we looked at live chat logic and automations), this preview takes a first look at the new, redesigned desktop operators’ application. Because there is a lot to cover, we will spread out the preview of the desktop application over a few postings.
Today we’ll take a look at:
- The interface in general
- Multiple account support
- Panes
The main view of the new operators' desktop application. The icons which are blurred out represent secret V4 features which will be announced at a later date.
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Filed under Development, v4
Welcome to the second in a series of Version 4 development updates and previews.
In this preview, we are taking a look at live chat. This preview only shows the new logic and automation related functionality we are introducing to live chat. We will be taking a closer look at the new operator desktop application, chat windows and other live chat features in another preview.
Live chat automations, operator skills, logic and groups
One of the main themes of V4 is automation. On-line customer service involves a lot of repetitive work and patterns. In real-time customer service (live chat), operators tend to work with a lot of time-sensitive information. Where there are patterns, things can be automated. Where there is a lot of information, information can be classified and organized.
Live chat in V4 introduces a number of new and innovative features that make organizing information, identifying your visitors and engaging your customers simpler using logic, rules and automation.
Before we jump in, here is an overview of the new functionality we are going to look at:
- Visitor groups - logical groups of site visitors. Visitors can be placed in groups using rules (see below) or manually by a live chat operator. Each group has a title and a color, and visitors can be sorted by groups in the operator’s desktop application.
- Operator skills – logical groupings of operators (staff users), based on ‘Skills’. Skills can be used to logically group operators according to their specialities, or any other label, independently of department assignments.
- Visitor rules and automations – rules can be triggered when a new visitor lands on your site or when a visitor lands on any page within your site. The rules can match a number of criteria including location, referrer, search engine keywords, number of pages visited, etc. and can result in a number of actions - such as an automatic chat request, a skill assignment, a visitor group assignment, etc.
- Message routing - per-department routing options for the “Leave a message” messages left by visitors when an operator is unavailable.
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Filed under Development, v4
Welcome to another (and first of many more frequent) Version 4 development updates and previews.
Firstly, we would like to apologise for the delay posting this particularly anticipated update. We did say we would be posting this preview alongside the giveaway – we have been working flat out on the recently released 3.60.03 stable, and of course; Version 4.
Version 4 roadmap
We are now in a position where we are able to discuss timelines. Here is a look at an abstraction of the current Version 4 roadmap we are working towards:
- Ongoing previews here on the blog, including video presentations and development demonstrations
- Q3 2009: API and code previews to selected partners and developers
- Q3/4 2009: Final licensing, pricing and upgrade (for existing customers) details to be announced
- Q4 2009: BETA version available to all customers
- Q1 2010: 4.0.0 stable is released to the public – current customers (including hosted) will be able to upgrade at the time of launch
The latest and revised roadmap can be found here.
Although the time frames are tentative (they could be brought forward or pushed back), we are confident that given the current state and pace of development, they are stable and reliable. There are many other stages in our roadmap which have not been detailed here; we will only be posting roadmap details when we feel they are stable.
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We’re pleased to announce that 3.60.00 Release Candidate 1 is now available for download from the Members’ Area (https://members.kayako.net). The correct file to download is the one marked ’3.60.00 UNSTABLE.’
The build resolves more than 70 bugs, important security issues and introduces several new features, including:
- Multibyte ticket searching.
- iconv/mbstring switch for e-mail processing.
- Support for Microsoft’s MHT format.
- Recursive attachment parsing of .EML attachments.
- .. and much more.
We are offering a free month’s support and upgrades or a free InstaAlert Pro license to early adopters of our Release Candidate build.
For more information, please see the release thread: 3.60.00 Release Candidate 1 available now
We are looking forward to your feedback!
Shameless teaser.
Version 4 has been in development for some time, and we have been frequently asked to divulge specific information about its roadmap and an estimated release date. We have been consistent in our responses – we wouldn’t share specifics. This was for two reasons – to protect our competitive stance, and because our internal roadmap is always on the move.
Development is progressing very quickly, and we now feel that we are in a position to start talking more specifically about Version 4. Over the coming months, this “talk” will build up to detailed feature previews and eventually usable preview builds.
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