Classic and Modern interface comparison

The login screen in the Modern client asks for the same details as the Classic.

All options other than the username and password are hidden by the “Advanced Settings” toggle.

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Modern:

The options to change display name and department are dependent on user permissions. So, these fields may not be visible to all users. All login details except the password are remembered for each user.

The “Keep me signed in” option will mean that the Client is minimized to the system tray when the close button is used, rather than fully closing the application.

Agent status in Modern is changed by clicking My Status, or now by using shortcut keys. The status options have the same function as Classic.

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Modern:

The shortcut keys for status changes in Modern can be used while in any screen of the client, even during a chat.

WhosOn can also change your status to Busy or Away automatically. For example, this may happen when you hit your maximum number of chats, or in response to a period of inactivity. If this happens, your status will be automatically changed to Online again when appropriate.

Modern has fewer tabs, but more options on each tab. Any options from Classic will carry over, with some new options.

Some options are permission-restricted. So, if the agent does not have permission to change an option, it will not be visible in the list.

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Modern:

New options in Modern include:

• “Show suggestions when typing”. This remembers an agent’s responses and use them as an auto-complete feature while in the chat.

• “Show canned response auto-responses”. This pre-populates the agent’s response with a canned response if the visitor’s message matches all the keywords of a canned response.

Modern also contains an improved spell-check function. This automatically adapts to the agent’s language (based on their Windows language) and highlights incorrect words as they are typed.

The notifications in Modern have the same function as those in Classic, but benefit from an updated design.

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Modern:

The initial pop-ups give the same information in both client versions. However, Modern admin users can now use the Settings Portal to manage the timing of reminder notifications for any waiting chats.

Modern now has a single list of chats. This list combines the agent’s currently active chats with any other sessions.

Switching is done in the same way, by clicking the name of the visitor. As with Classic, the agent view includes typing and response indicators for each chat.

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Modern:

The Modern client also lets you know when a visitor is typing and when a visitor is awaiting a response. The typing response indicator is represented by 3 animated dots. Meanwhile, a red bar next to a chat indicates that there is an unanswered message in that session.

Modern now has agent tool icons at the top of the chat. The visit detail has been moved to separate tabs to free up space.

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Modern:

Modern also uses a tabbed system to make the most of the screen area. You can switch tabs at any point, and always use the “Conversation” tab to return to the chat session.

In the Modern client, file sending is moved to the agent’s text entry area. An agent can also send a file by typing part of the file name and clicking the file in the suggested list.

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Modern:

Admin users can add or remove the files available to be sent via this suggested list. Files not used after a period of time, (defaulted at 30 days), are automatically removed from the list. We have also raised the file size limit to 10MB per file.

Modern allows you to browse a list of canned responses and search for keywords in the same way as Classic. Now, however, keywords will be highlighted in the conversation itself. You can click these to see suggested responses.

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Modern:

Modern allows agents to add their own canned responses more easily. When hovering over a response that they have sent in a conversation, they can now click a handy “add as canned response” option.

Plus, WhosOn automatically looks through all canned responses for words that are not considered common or ‘key’.  So, agents can still retrieve a relevant canned response even without an exact keyword match.

The Transfer and Transfer to Skills options have been combined into a single transfer option in Modern. This populates with a list of users and departments, and shows the status for each.

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Modern:

When a chat is transferred to user, that user will receive a notification to pick up the chat. If they ignore that notification, the chat will go back into the “waiting” status to be picked up by any user.

The visitor tracking in Modern has been moved to the Sites view, rather than being visible on the home screen, but allows the same information to be seen for visitors.

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Modern:

Clicking a visitor in this view will open a panel showing the detailed visitor information.

When manually sending invites, Modern has a preview of the invite that will be sent to the visitor.

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Modern:

The “text invite” option is no longer present in Modern, but agents can send any of the dynamic invites that have been set up by Administrators.

Get Assistance

By typing @ and the name of an agent or department, you can use Get Assistance to begin a conversation with a colleague that takes place at the same time as your chat. Contents of this conversation are not shown to the visitor.

Missed Chats

Modern will now keep a record of any missed chats. These are chats that are not picked up by an agent for any reason. When this happens, a visitor may leave their email address and a message. When an agent responds to a missed chat the response is sent to the visitor’s email address, and the conversation shifts to an email conversation instead of chat.

Modern shows a list of all chats that can be quickly filtered by agent, department, visitor, rating or sentiment. Sentiment is a new metric that measures the attitude of the chatting visitor by looking at the use of positive or negative words or phrases in the conversation.

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Modern:

Modern now contains individual built-in filters to look for chats matching operator, department/skill, visitor name as well as by rating and the new sentiment score, which are also both visible in the chat listing view. The chat transcript view has options to send or save the current transcript.

Modern retains the same options to search through the text of previous chats to find a specific value.

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Modern:

The chat search option will search for any word or phrase found in a chat. This searches the transcript of the chat, both agent and visitor messages, as well as in the answers to survey questions and visitor information.

Monitored chats are now colour-coded in Modern. Additionally, the monitoring user can take control of the chat from the agent.

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In Modern, a monitoring user now has the power to take control of a chat using the “acquire chat” option which will immediately transfer the chat directly to them.

Supervisors/Admins have the same ability to change the status of connected users.

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Modern:

If the status of an agent is changed by a supervisor, it can still be changed again by the agent, or by events like work periods or reaching maximum chats.

Notification Broadcast

Supervisors/Admins can send broadcast messages visible to all connected users.

Monitor All

Supervisors/Admins can now switch to Monitor All view, which shows a preview of all chats in progress.

User Management is now done through a web-based Settings Portal. The setting fields for users supports each setting from Classic, so users may be migrated without being edited.

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Modern:

Reporting is now done via a web-based reports portal, and the list of reports will carry over from Classic.

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Modern:

Modern now provides a detailed visual report of a user’s daily activity, including quick access to chat transcripts.

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Modern:

The Settings Portal now provides an interface for editing any design-related options, along with a live preview of the chat window.

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Modern:

The Settings Portal allows customization of more fields in the chat window, and shows a live preview of the chat window.

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Modern: