Major Product
Area
Improved scalability and reliability
RN Live 8.2 RN Live 7.5 Comments
Callers (end users) are automatically reconnected with agent if chat session is dropped
(for example during less stable dial-up accesses) thus improving their experience.
Callers place in the queues are preserved in case of disconnects / reconnects improving their experience and meeting their expectations.
New clustered architecture that eliminates a single point of failure. Agents and callers stay connected even if one of the servers in the cluster experiences a catastrophic failure providing a superior customer experience.
Not available
Not available
Single points of failure
New tech stack includes server load balancers and database caching, allowing for a more optimized system operation improving response times and adding greater productivity form the agent.
Improved “round robin” algorithm to ensue proper distribution of new chat sessions ensuring an even workload distribution.
Much improved scalability (aiming at up to 1000s concurrent chat sessions)
Not available
7.5 supports load balancing
Typically scales up to several hundred concurrent chat sessions
Java client/thin client New End-user client is HTML providing no download of the client for the end user.
Did not distribute workload appropriately
Clustering also allows for a better scalability.
Close to linear throughput capacity increase can be achieved by adding new nodes to the cluster.
Part of the new architecture
.
Improved
Analytics and
Reporting
Chat activity metrics introduced such as # of chat sessions, avg. wait time, avg. duration by agent/group of agents etc. This gives the agent and the supervisor a clear view of their chat agent’s performance.
New supervisor snapshot report allows supervisors to drill down from a group activity into a single agent activity and further into a live chat session for supervision which enables the supervisor to monitor and make adjustments when necessary.
New historic chat report allows the analysis of the historic chat activity, including drill down to any completed chat session. A high level view gives the management team the ability to understand the current conditions. The drill down gets them to each session as needed.
New trending report allows a time series / trending analysis of the chat activity. Trend reports to enable the management team to understand if their adjustments are providing the desired results.
Existing reports have been overhauled to the new chat data model providing the same high level of reporting that has existed in past chat releases.
Most metrics available by user but not by group
Available, but not through a drill-down discovery process
Available only through a custom report
Not available
Same reports where practical
If upgrading – you will have access to old data with old report and new data with new reports

Major Product
Area
Full integration into the
RightNow
OnDemand
Desktop
RN Live 8.2 RN Live 7.5 Comments
With Smart Assistant™, agents see suggested answers based upon chat content with a single keystroke improving agent performance and customer experience.
Agents can send a standard response with a single keystroke for speed ,consistency and improving agent performance.
Agents can search for answers and paste the answer text or link to the chat transcript which provides the end –user a superior experience while improving agent productivity and answer accuracy.
Available through the suggested solution button
Not available
Supports canned response and hot-key for canned response
Available through an url push
7.5 supported agents searching through answers and pasting in text to the chat from that answer
Not available Agents can append chat history to existing incident to better manage customers using multiple channels for the same issue.
Agents can store the chat session information
(including the transcript) for a contact without creating an incident
Agents can create an incident at any moment within a chat session (or reuse an existing incident) which provides flexibility for the agent in their daily workflow.
Agents can create an opportunity within a chat session to capture leads at the point of action which will drive additional revenue for the contact center.
Agents can see the next chat session information automatically displayed in a pop-up toast
Visual indicators tell agents the current session status enabling them to easily manage multiple sessions and increasing their productivity.
Not available
Saved in rnl_chats
Agent can create an incident at the end of the chat session
Not available
Chat transcripts not stored in RNTL 7.x
Provides easy escalation to contact center management processes
Makes your contact center revenue generating without the overhead
Agents can see the caller’s incident history directly on the chat window. No need to leave the chat window and navigate to the contact’s incident history. This gives a full view of the contact.
RightNow Live is fully integrated into the
RightNow 8 workspace feature. The look and feel of the chat screens can be changed in the workspace manager. Chat window buttons, fields, widgets and labels can be added, removed or changed from a drag and drop user interface.
The new chat sessions will be “pushed or pulled” by the agent. The agent can not reject a chat session.
Inline spell check
Available but not in the form of a toast
Not available
Had visual indicators of activity on a chat (chat tab would flash)
Not available
For example, the chat tab changes colors and flashes for a session with a long waiting customer.
Navigating to the contact history can be a major distraction for the agent
Requires customizations This requires code changes in 7.x
The agent can only be pushed the chat from the queue. The agent can reject the chat session
7.5 supports both pull and push mode
On the fly Spell check
Removed the “reject” from the agent to subscribe to best practices.

Major Product
Area
Improved
Administration and configuration
Features present in 7.5 but not in 8.1
RN Live 8.2
A considerable number of system and session level parameters, such as the chat delivery algorithm (pull, push), maximum number of chats per agent, chat session timeouts etc. are now configurable. This allows for a more flexible chat operation management
RN Live 7.5 Comments
Configuration capabilities are more limited
The same capabilities were offered in 7.5:
PULL_CHAT_ENABLED
AGENT_MAX_SESSIONS
CS_IDLE_TIMEOUT
See the configuration document for RTN Live
Additional new features
Agents can adjust their maximum number of sessions within the guidelines of the systems settings. Additionally, an agent can not log off until all current sessions are complete. However, the agent can make himself unavailable to complete his active sessions.
Wrap up processes allow the agent time to complete a session before being given a new one. This enables better management of the a gent’s time and improves task completion rates.
Agents have the ability to transfer sessions and conference (with private hand-over conversations) when issues are beyond their capabilities. This first contact resolution process improves the enduser’s experience.
Not available
7.5 supports setting number of sessions by agent
Not available
Available via an agent to agent session but without the 2 phase hand-over dialog
Both of these policies are in accordance with industry best practices and ensure the end-user receives the best service.
Not available Collaboration Will be available via a partnership.
Available during transfer or conference via a sidebar window
Not available
Queue Position presented to the End User
Agent to agent chat
Callback
Same Enhancement – give the end user their amount of wait time.
Not available Emotix
Available only during a transfer or conference request
Not available
Declining a chat request
End user picking a specific agent
Available through active links in chat transcripts URL push
This is a best practices enhancement.
Not available MA to chat integration
Not available Account maintenance
Not very popular with the customers
Mostly defining rules under which an email will be sent to the chat contact
Not available
Not available
Not available
Not available
Multi-language tab supports multi-lingual agent
Canned URL preview
Whisper from Supervisor – without end user knowing supervisor is in the chat session
Cut and paste actions
This is a future enhancement
This is a future enhancement