Since the update is going to be happening tomorrow. Should we be aware of anything?
An update on the new UI...
To ensure a smooth rollout, we have made the decision to postpone the update by a few days. The updated UI will now be available when agents log in on the morning of Tuesday, July 30.
We expect the update to be released to all customers during the standard update window on the evening of Monday, July 29 / early morning Tuesday, July 30, depending on your region.
If you have a separate development instance, it will be updated by Friday, July 26.
@sandy56006 as per my previous comment, the update has been postponed by a few days (until next Tuesday).
As noted before, no action is required on your part to enable the new UI - it will automatically load when you first login after it been deployed on July 29.
If you have any feedback on the new UI, please add a comment here for review and discussion.
Quick update -- all development instances have been updated and live with the new UI. Production update is on track for early next week as announced earlier.
We look forward to your feedback.
I wanted to have this new UI changed. This is very critical that it is affecting the eye strain of the agents to work on this interface. It's too bright, if we reduce the brightness, the font is very light. Very disturbing to be honest. All the agent & operations are not happy with the way it is affecting our production because of this eye strain. Please change it. Or at least give an option to switch it to a dark mode or something.
I agree with everyone's comments above. The larger/different font + new color scheme makes its extremely difficult to differentiate our posts from the customers. Nothing but complaints from all of our agents this morning :S.
Anyway to make the font smaller, and colors slightly darker. Or have the option to toggle back to the old interface?
The new skin placed over this has already given me a headache and I am 30 minutes into my shift. The color scheme in combination with the font make it very difficult to read, there is hardly any distinction between our posts and the client. The old scheme worked perfectly and I feel it didn't need to be changed.
I've got an issue and feedback with regards to the new UI update:
1) The issue: unable to post the edited content for forums community as the "save to community button" is not visible, and clicking anywhere else doesn't save it, nor does pushing enter as it only creates a space.
- the "save to community" button appears for a fraction of a second at times while clicking around the edit box, and saves at times (doesn't work always).
2) The suggestion: A darker background with light/white text would help take off the pressure from our eyes and look better too.
let me know if this could be done.
@carlos_rosa @sandy56006 @Cpantelis @matt1088 @Riddle_Decipher Thank you very much for your feedback on the UI, we do appreciate it.
Many of the changes were driven by accessibility reasons based on the research that our UX team did, including decisions around font size and using dark characters on light background.
Having said that, we are already looking into improvements based on your and other customers' feedback. Some of the items we are evaluating include:
We understand that this is a significant UX change, and are committed to iterate on the styling to help make the transition easier. As we make progress or have updates, we will post them here as well as communicate via usual means through your CS team.
P.S. @Riddle_Decipher your issue with the "save" button for community posts is a bug - please file a support ticket so we can investigate and fix the issue.
Thanks for the update! Maybe offer a "theme" option and give a dark and a light theme that you can choose between to stay in compliance with accessibility standards. Just implement a toggle open between the old UI and the current?
Hey, it seems quicker so far. Can we change the "theme" of it? The customer response and user response theme colours are too close to each other. In the previous version the customers response was white and the user response was yellow.
@matt1088 due to significant differences in the underlying technology layer, it is not possible to provide a toggle between the old and new UI styling.
@krisfelsinger thanks for the feedback, and good to hear that you are finding the new UI performant overall. We are actively looking into making the distinction between author messages and brand response more prominent such that it is quickly apparent when viewing a conversation.
@oliviec2 as per previous comment in the thread, we are reviewing all feedback and considering possible improvements while still maintaining requirements for accessibility.
Please stay tuned for further details as we determine the enhancements.
Any update on the feedback that you received. Because the UI is affecting our production as the agent are getting very uncomfortable due to the new UI causing eye strain.
I hope this is considered as a complaint since it is very annoying to use the tool since the update.
Awaiting for a change in the UI
Please communicate the TAT for the changes to take place.
@sandy56006 we have fixed a couple of rendering issues (related to internal notes and button on supervisor page) that will be out this week.
Our UX team has gathered the feedback so far, and is coordinating with a few more customers in order to make an informed decision and prioritize changes we need to make. Part of that investigation is also to determine any changes around the brightness effect.
As we finalize some decisions on what changes we plan to make, I will provide updates here along with any specific timelines.
Another update on the rebranding effort and agent view - in the September release that will be deployed this week, we. have made some changes to address the UX feedback from this thread as well as separate external communication from customers.
As detailed in the September 2019 Release Notes, we have made the following updates:
You can also check out a side-by-side comparison with a movable slider to see the current and new UX together.
The updates were designed to improve the contrast and reduce the "brightness" on the agent view from the lighter background that was previously across most of the page.
As always, we look forward to your feedback as we continue to iterate on this.
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