Support tickets can be created via the WhosOn Client either directly or during chat sessions.
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Tickets can also be created via a web form and via incoming emails using Email2DB integration.
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Operators can respond to tickets via the WhosOn Client. Ticket responses are sent via email.
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Automated skills-based ticket distribution.
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Unlimited custom fields.
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Tickets and ticket responses can contain attachments.
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Full ticket thread can be viewed and shown on ticket responses.
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Customers can view ticket progress via web link.
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Real-time view of outstanding tickets is shown in the WhosOn Client.
WhosOn Client
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Now uses Office 2010 style user interface.
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Improved monthly summary view. Chart shows previous month with weekends aligned to current month.
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Top keywords/referrers shown in summary view.
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Can now select a different sound to be played for responses to existing chat sessions (when the chat window doesn't have focus) in addition to just new chat sessions.
WhosOn Gateway
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Can now run as part of IIS using the fastcgi interface. This has the added benefit of not requiring a separate IP address for the WhosOn Gateway visitor tracking.
Chat Window
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Support for IE9.
WhosOn Version 2011 Q1
Visitor Tracking
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Multi-level prospect detection. Multiple levels of visitor 'prospect' types can be configured. Each with their own detection rules. Visitors can then be assigned a type based on their properties.
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Complex visitor 'conditions' can be designed to assign visitor prospect type, such as 'If visitor in United States AND keywords contain 'widget' AND browser is Firefox AND Visit Number > 4 OR Has Been Invited To Chat'.
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Improved server performance when tracking large numbers of visitors.
Chat
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Chat Invites will now use jQuery if jQuery is in use on the page.
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Push page now supported in IE8/9 and Google Chrome.
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Visitors can now upload files to the operator via the chat window (this can be disabled in the Site Properties).
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Pending chat queue shown in WhosOn Client is sorted by waiting time.
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Operator photos can now be shown in the chat window once the chat is connected to an operator.
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Added 'Monitor Request' button to chat window to allow operator to request that their group moderator monitors their chat session.
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Added Transfer Chat To Skill Group.
Chat Publishing
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Operators can choose to 'publish' a chat session if the operator believes the chat will help other operators in the future (this option can be enabled on a per-user basis).
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Operators can select the lines to publish at the end of the chat session.
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Published chats become part of the auto-canned responses mechanism - due in Q2 2011.
Chats can be auto-accepted by users based on a 'least busy' algorithm.
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Chats are first routed to the best matching skill set and department.
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Added SLA coloring options to allow chat operators to quickly identify pending chats that will soon by out of SLA.
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Added Queuing system so that if no skilled operators are available because they have hit their concurrent chat maximums, then the chat session is queued. The session is then sent to the first available skilled operator that becomes available.
Users (Operators)
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Added User Groups to ease administration of large numbers of users. All user properties can be set at group level.
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Photos can be assigned to each user which will show in the chat window once the chat session is started.
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User working times can be defined (including lunch periods) which will be used in the chat 'least busy' algorithm.
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Users can be assigned to one or more skill group levels.
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Added option to allow admin's to set the status of another user by right-clicking them in the connected users list.
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Maximum concurrent chats can be set against each user by the administrator.
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Auto-accept chats option added so that administrators can define which operators must accept new chats if they are not busy.
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Added user option to restrict users visibility of users & chat sessions in other departments/skills.
New Clients
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iPhone client now available via App Store.
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Silverlight Client now included. Runs in any Silverlight Enabled browser.
WhosOn Version 5 contains many new features and improvements over Version 4, including:
Server
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The WhosOn backend database has been redesigned to offer better performance, better reporting and lower disk space usage for the same number of visitors.
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The WhosOn Server now offers better performance.
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The WhosOn Server and related services now run as system services only with no user interface.
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A new WhosOn 'Administrator' application has been created for managing the WhosOn Server Services.
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The WhosOn Administrator can connect to remote WhosOn Services for remote administration.
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Named users can now be created. Each user can be assigned access rights.
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User activity logging and reporting.
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Support for SQL Server 2008.
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Support for Windows Server 2008.
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No longer supports MySQL for the back-end database.
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No longer supports FTP access for log files when using log files to track visitors.
Visitor Tracking
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Improved spider detection plus ability to add custom spider useragents to the database.
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Real time form field tracking - you can now monitor visitors on-line form entries in real time. Form values are stored in the WhosOn database and are shown against the visit detail.
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Improved tracking script can now be served directly from the WhosOn Gateway enabling easier site integration. The default tracking script can be customized.
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Anonymous proxy server detection - visitors are flagged if they are using an anonymous proxy server.
Chat
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Fully customizable pre and post chat surveys can now be created. These can be used to collect data from the visitor before and after chat sessions. The data collected is shown to operators during chats and is stored in the database for future reporting.
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The Chat Window now supports Themes. A collection of themes are shipped as standard. You can change the theme used for each site within the site properties. You can create your own theme and modify the existing ones.
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The Chat Window is now realizable. You can set the default height and width in the site properties.
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Custom chat invite JavaScript files can now be created and assigned to individual sites. This enables you to create custom actions that occur when invite requests are sent.
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Visual basic compatible scripts can now be fired when new invites are sent and when chat sessions start & close. This enables custom actions to be performed on these events.
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You can now define 'Opening Hours' against your site. The chat status will show as 'off line' outside your opening hours, regardless of operator status.
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You can now rename a visitor during a chat session (useful for when a visitor has not specified a name).
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You can now create multiple Dynamic Invites. Each dynamic invite can have it's own image and movement properties. Operators can choose which invite to use when they sound invite requests to visitors and you can define auto-send rules.
Client
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Improved client security. Now uses 256-bit AES encryption with RSA public key encryption of the session key.
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Chat lists now show messages left by visitors when no operator was available to take the chat. Messages can be replied to via email from within the Client.
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Full text search of the chat transcript database for looking up previous chat sessions using any text string.
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Pre-chat survey results are now shown in the chat window.
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Completed form-field values are now shown in the chat window along with the complete visit detail.
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All web analytic reports are now viewable from within the Client application.
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User activity reports can now be viewed inside the Client (admin users only). User activity reports show a complete log of each users activity and the chat sessions they took in each period.
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Salesforce & Microsoft Dynamics CRM Integration is now built-in to the Client.
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Added a cross platform Silverlight Client that runs on Windows & Macs.
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Added custom tab in the chat window & visit detail. This can be linked to a custom URL to display/update your own content related to the visitor.
Reporting
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Custom analytics reports can be created using the WhosOn Administrator.
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Individual reports can be site-specific (IE: Only viewable by a select list of users).
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Reports can contain parameter fields. (IE: Ask the user for values against which to run the report on).
Scheduled Reports
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Custom queries can now be added to the scheduled reports.
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Custom scheduled queries can be site specific.
WhosOn is now available in 4 editions to suit different business sizes and types: Standard, Professional, Enterprise & ISP Editions. See: Editions
