Netop Live Guide Release History
Previous release announcements of Live Guide are archived here for historical purposes.
Upcoming Release
Live Guide 5.7
Release Date: April 30, 2012, in the Americas; May 7, 2012, Worldwide
Features
- API for retrieving chat data: the API allows customers to access chat data in an XML format. Security is token-based. Data may be converted to another format and imported into external CRM and ticket systems. (Not available for Live Guide Basic)
- API for retrieving form results: the API allows customers to access pre-chat, in-chat, and post-chat form data in an XML format. Security is token-based. Data may be converted another format or imported into external CRM or ticket systems. (Not available for Live Guide Basic)
- API for retrieving form submissions: the submission of forms by visitors can be accessed and integrated with external analytics systems or used to create leads or tickets in external systems.
- Adjustable customer video window size: customers can increase the size of their video chat window. (Not available for Live Guide Basic)
- Improved disconnect notifications: In instances of Internet service disruption, an alert will be displayed in the operator console.
Fixes
- Operator Console: The number displayed in the "Chatting With" column is incorrect
- Operator Console: Customers are not clickable in the queue
- Operator Console: Customers are sometimes still displayed in the queue after they are picked up by operators
- Administration Console: When exporting data in Excel, some of the floating values are displayed as dates
Current Release
Live Guide 5.6
Release Date: March 2012
Features
- Remote assistance: give operators limited remote control over customers' computers (optional add-on available to all versions)
- Remote view: give operators the ability to view their customers' desktops (optional add-on available to all versions)
- Audio and video chat: Audio and video latency improved (not available in Live Guide Basic)
- Administrator Console: Administrators can adjust video and audio chat settings to add security (not available in Live Guide Basic)
Fixes
- Customer window: Mandatory post-chat forms could be avoided by using the close button
- Administration: Error when exporting an xml file for customer data
- Chat button: Online button is not displayed for https pages when using Internet Explorer 9
- Operator Console: Existing operators cannot log in if they have changed the color settings in the Operator Console
- Operator Console: Operators cannot log in if their version of Flash Player is not up to date
Previous Releases
Live Guide 5.5
Release Date: 16 January 2012
Features
- Operator Console: give operators a preview of pre-chat form information from the customer (Enterprise only)
- Operator Console: allow operators to see what the customer is typing before the message is sent (Enterprise only)
- Operator Console: improve readability of forms sent by customers (Enterprise only)
- Improved security by introducing IP address restrictions (Enterprise only)
- Operator Console: Spell checker
Fixes
- Display issues on the form which is shown when no operators are online:
• Images inserted with an HTML href link in language presets would not show
• Space would be reserved for the “Send e-mail” button even when an offline e-mail is not used - Chat button: Chat button would appear offline even when operators were in fact available for chat
- Administration: Some of the data for operators did not appear in Statistics
- Operator Console: In some situations, for example when a customer left chat or a different customer sent a message, focus would be moved away from the chat input field
- Operator Console: Occasionally the queue was not updating until the operator had logged out and back in again
- Operator Console: When the connection was temporarily broken, any text that the operator had typed in the chat window would be lost
- Operator Console: If a customer was transferred from one operator to another, the chat log was not transferred
Live Guide 5.1.1
Release Date: 19 September 2011
Features
- New graphics for the default call buttons
- Statistics optimization
Fixes
- Administration: Pre-chat form does not show up correctly under Customer data > Forms
- Operator console: Chat log does not get displayed when the customer is transferred
- Operator console: In some situations the call does not get displayed in the Queue
- Administration: Response time charts are not being displayed correctly
Live Guide 5.1
Release Date: 25 July 2011
Features
- Customer Consoler reconnect
- SSO authentication and licensing
- Security: Separation of environments (trial vs production)
Fixes
- Operator console: Copy & Paste issues
- Departments not displaying under tools
- Email export error
Live Guide 5.0
Release Date: 11 April 2011
Features
- Call center reporting
- Administration redesign
- Operator console enhancements
Fixes
- Operator console: Data is not properly loaded into the history tab
- Operator console: Order of items saved in the settings area is not correct
- Call button displaying incorrectly in Internet Explorer 9
- Administration: Sorting in statistics area is not working correctly
- Administration: Sometimes the tools are not loading correctly
- Operator console: Remove a form from the tree does not remove it in the Operator console as well
Live Guide 4.2
Release Date: 26 July 2010
Features
- Hourly statistics report
- Live Guide by email
- Customer information panel improvements
Fixes
- Customer console: Some buttons do not display the full text
- Customer console: Radio buttons do not work correctly in the forms area
- Customer console: Offline form looks different in the live environment compared to the preview area
- Operator console: Queue does not get refreshed in all the situations. Customers still seem to be in the chat even if they are not
- Administration: Domains containing 2 groups like .co.uk cannot be added
- Operator console: Sending the email from the Operator console triggers two emails instead of one
- If an operators sets himself as busy, all existing customers are disconnected
Live Guide 4.1.1
Release Date: 24 February 2010
Fixes
- Operator console: Calls are not getting eventhough the operators are logged in
- Administration: Pre-chat form statistics are not available
- Operator console: The chat history is displayed twice when opening a conversation with one of the customers
- Customer console: Text field is not displayed correctly in the form
- Customer console: The alert text for mandatory form cannot be edited
- Operator console: Customers still come into the queue even if all operators are set as "busy"
- Customer console: The picture displayed for the operator is the default one instead of the actual operator images
- Operator console: The log with the customer is not trasferred to the operator in case of a transfer
- Administration: The form preview is not working
Live Guide 4.1
Release Date: 25 January 2010
Features
- Operator console: Reconnect improvements
Fixes
- Time zones do not work correctly
- Operator console: Two support rooms are displayed
- Customer console: Customer is always shown "Number 1" in queue
- Operator console: While transferring a customer, the customer is displayed as undefined in the queue
- Operator console: Time on site is displayed incorrectly
- Sometimes the call button is loading slowly on the website
- Administration: The HTML tags are not properly saved in the text field for Forms
- Administration: The exported excel file from the Statistics is not working
Live Guide 4.0
Release Date: 15 December 2009
Features
- Live Banners integration into the Administration
- Paging in the Operator console
- NOD bundling
- Customer console resizing
Fixes
- Customer console: Email is not sent when requested by customers
- Administration: Date and Time format are not being displayed correctly in all the places
- Danish vowels are not displayed correctly for the Current page title
- Customer console: Uploaded images (logo + operator image) do not resize to the maximum dimmensions
- Administration: In statistics Clicks are always 0
- Operator console: The dates from the history screen are not displayed
- Operator console: The Chatting with column does not get refereshed properly
- Operator console: If the operator logs out while being busy, the status does not refresh next time he logs in
Live Guide 3.0
Release Date: 1 August 2009
Features
- Integration with Artificial Solutions' chat bot
- Porting to Flex for the Operator console
Fixes
- Operator console: Multiple categories are not being saved
- Operator console: Customer's video is lost when he is transfered back
- Administration: In the tools area, the copy feature does not work
- Administration: Under form results the filters do not work correctly
