Table of Contents
Episode Summary
Join Zach, Mike, and Goodwin in a special Halloween edition of RecChat. The group gets tricked by audience questions and highlights some treats Goodwin has been working on for the support portal. You won't want to miss this spooky special!
Recording
Transcript
Zach Malloch 0:07
Welcome to RecChat, everybody. So Happy Halloween to everybody. I think. Yep, we're starting. Oh, there you are.
Goodwin Moy 0:17
Great book
Zach Malloch 0:20
autobiographically. So this is a special edition of RecChat for the special day that it Halloween. trick or treat? Smell our feet? Or don't do that. Don't worry about it. So we're going to be doing something a little bit different today. And that's going to be a question and answer session. Now this, obviously, a lot of people get excited about RecTrac questions. Those are great, but also kind of more fun questions, because it is that fun sort of day here. So if you use the QA portion of zoom, for, especially for anything that's any purposeful question, something you really do want an answer to, we're not going to automatically create a support ticket from these but we will record everything that went into that QA section. The chat is a little bit more for kind of a playful sort of fun stuff here and we'll get very frustrated. Alright, so we're joined with our support tech wizard, Mike Cianci. That's me. And somewhere in the world is Goodwin Moy, he's our assistant support manager. Is that the right title?
Goodwin Moy 1:30
Yeah, perfect.
Zach Malloch 1:31
All right. So let's Ah, yes, Christy, you got it. Awesome. So we have our esteemed panelists, we have Leigha Phillips, Bret Alarcon and Seth McMullen in the other room, who are helping with chat, so they can go ahead and say, hi, when they care, too, there'll be moderating some of the chat stuff. There'll be kind of identifying questions for us to discuss up here. So as you have questions, as you have things going on, please let them come up. And let's talk about what's going on. So we do have a treat, I should point that out. So a little bit later on in the session, Goodwin has something special planned up, and we might have a good way to end everything too. We are gonna limit this one to half an hour, assuming we still have questions coming in. If you guys are good, we're good. You can end a little bit early, but we'll just go ahead. So well, Megan, I'll start with the question. RecTrac, lab 42. And we'll bring you guys in as we can. So we're kind of on a rough timeline of getting to this is really weird with a fern bouncing in front of my eyeballs. So we have another symposium next week, we have after that the final pieces of the RecTrac, lab navigational series, then we're going to be going through a daily processing walkthrough for each module in the same sort of process as we have for the labs right now. It's actually gonna be more walkthrough. So you'll actually be able to Click on certain areas in the software and see what happens, we're going to do a registration transfer cancellation for each module. And then after that is when we're really going to get to the premium tier sort of stuff with the management's for educational content. So hopefully, that helps a little bit, probably looking towards quarter one. Now, that being said, one of the pieces about lab 42 Is that you're going to get individual access. So you can actually have any of your users be named users. And then you can track exactly how they are progressing through all of the courses. That part doesn't have to wait until the end. But as of right now, it would just be for a monitoring who's gone through the basic lab portion of the overview modules, and that might not necessarily be super useful for you. So that's kind of why we're waiting. So we have a question about Kiosk mode. You guys know about
Goodwin Moy 4:01
I guess some? I guess, look, I know.
Zach Malloch 4:09
Sorry, Frank had that question. So Frank had a Question.
Goodwin Moy 4:13
Yes, there is one back there.
Zach Malloch 4:17
Well, we can ask Frank, if you had a little bit more question about kiosk. I mean, just generally speaking, it's a standalone mode is supposed to be kind of turned around so that customers see this interface into RecTrac right?
Goodwin Moy 4:28
Correct. Um, so right now, the way we're doing it, it's just gonna be just for visit positive moment. So those of you who use the kiosk mode in the past in 10.3 it was kind of a standalone system kind of big buttons, easy for our customer kind of express lane. I come in, I scan my key fob, I choose my visit purpose and walkthrough. So we brought that concept back with 3.1. And similar concept, scenario UI and we show before that have examples of it,
Zach Malloch 5:00
we actually do have a RecChat that will be coming up that will focus on kiosk mode. So that is something that you'll be able to participate in coming up before.
Goodwin Moy 5:12
So just know that right now, but he has no it's really just for visit processing. Members scanning in there. The key fobs are the membership. And if you've been visit purpose and scope,
Zach Malloch 5:21
you know when that's scheduled for release?
Goodwin Moy 5:26
Not sure.
Zach Malloch 5:27
Okay, well, we'll we'll put a note to look for that. I know it's close. We might not have an official date, which is one of the reasons that we're we're putting that RecChat a little bit further in the future for this. All right. Interesting, sort of seeing that Goodwin's audio when you look at me, you might not get as much so
Goodwin Moy 5:46
Okay I'll look straight ahead.
Zach Malloch 5:47
All right. So SSO for the new UI that's been written up. It's a task that's in process. So we're definitely looking to get that working again. I don't think that we have a firm date on that one yet, either. But we'll we'll look up that task number. And as with all the RecChats after we finish this edition, we're going to take all of the questions asked, we're going to try to research a little bit of the answers. And we'll post that in document once we post the video in the archive on the Connect portal. Alright. So hints about the new design for WebTrac. So we are going to have a RecChat about that also. So Chris O'Connell, and Patrick Hayden from product product, product management. We're here on the very first Next Gen UI edition, they'll be returning when we get closer to the WebTrac version. So we will be showing more of that. Towards the end of December, early January, I think we're going to be updating the RecChat schedule, also so that we'll be showing the next scheduled sessions as well. So also, quick question while we're here, with everybody that's participating. How do you like the one a week format? Originally, we're thinking once every two weeks, but we have enough topics that it seems like initially, at least this first push, doing the twice or once every single week seems to work pretty well, or at least have this kind of come conversation with you guys. Let's see what other questions do we have here? Aaron says one a week is great. Special Characters in RecConnect. I think that's a little bit more specific than we'll get into right now. I'm sure that we've got write ups about that sort of stuff. If I'm just trying to see who was okay. Christy, below valon. If you have a well, we'll see if we can find a specific write up for that. But if you have specific characters you're looking to get in there or something that you know, is particularly not working, that you're looking to get if you could add that as a detail to your question. We'll see what we can get in that follow up document once again. Mike, what's your favorite? Magic Spell? Magic missle? Canvas? Yep, it's probably my favorite. All right. As far as some of those are, splice some of those sorts of questions. And there we go. Dark mode for the new UI, we have heard the requests dark mode is on your way. Once again, not a firm release date. On dark mode, you want WebTrac When you design, it's kind of a back and forth. I think the dark mode is maybe a little bit more approachable. But that's also a product management thing. So we'll go ahead and push that off a little bit. But yes, dark mode has been at least verbally agreed to from what I understand. I think everybody says once a week for RecChat. That's great. Does anybody have a non specific support? Question? Okay, here's a good one. How many Canadian customers do we have roughly with that?
Mike Cianci 9:15
Think Saskatoon concept Bay up in New Found one. University of British Columbia, northern British Columbia.
Zach Malloch 9:23
There's quite a few so definitely coast to coast.
Mike Cianci 9:27
Yeah. Yeah.
Zach Malloch 9:31
Right around there. Yeah, for sure. Alright, the document should probably have a little bit more just kind of conversational stuff. Okay, so Keith's question in the new UI modifying the purple background for the Demo. So that was missing from the initial release, but I believe the first Hot Fix fixes that. So if you're in 3.1.10.00.01 or or .02 just came out today, that should get you your Demo style sheet in the new UI. So there's one question we can answer. Definitively.
Goodwin Moy 10:11
And the dots, yeah.
Zach Malloch 10:15
All right. Let's see. What else do we have here? Yeah, see, I knew that was going to happen. Robin was going to ask that question, and you guys didn't mention her location.
Goodwin Moy 10:32
That was Mike's fault.
Mike Cianci 10:39
All right. Is it recorded? That would be a
Zach Malloch 10:44
good one is testament that no, it is not required to have a beard?
Goodwin Moy 10:48
You know, I can't grow one to save my life. Next year, next year, yeah. Well pencil me in for a 2021 movie.
Zach Malloch 10:58
Okay, here's a question. It's an interesting one. I don't have the statistics about this. But how many what percentage of our customers are hosted right now? As we all go to the link that shows us all of the hosted customers, try to find those numbers. This is pretty exciting. We're counting in front of everybody. 28 sevens. We're getting quite a few. We'll get that exact number. Follow up because it now I'm looking at the West Coast side of things. We've got more have requested 100 postal customers now it seems like we're pretty close to that. Yeah. So more than 100 looks like maybe quite a bit as I'm scrolling through here.
Goodwin Moy 11:50
A bunch that are just web hosted only.
Zach Malloch 11:53
That's true to WebTrac LIVE hosted where you don't need both databases, just your web server. Remove a favorite from the homescreen and sidebar. So that is actually not too bad. I don't know if we need to actually pop into sharing a Screen at the moment. But you certainly can just log into RecTrac here. And we will share our chat view. Okay, so we're in RecTrac. Can you guys see my Screen at this point? Yep. Okay, so I've got my favorites. If I Click this little stylus here to edit my favorites, then that gives me my ex, just Click on that that goes away from both sides at the same time. And then you're done, you just Click on that little Button again. So hopefully that is there's a little feature for anybody that needs to edit those favorites. It also is kind of a neat thing. When you're in that Edit Mode, you can reposition anywhere you want to. So swap those positions probably works a little bit more if we have more items in our favorites. So now we're in our edit Document Center as the first thing. I'll say management moves down and change password, put that over there. And then we're done editing. So there we go. Stop sharing my video. And let's see what other questions. Mike? What's your favorite feature?
Mike Cianci 13:30
Search bar, hands down for your application. Yeah, yep. Not having to go into like management, system management and then control if that's what I do to get that huge page. It's definitely a lot nicer being able to filter down through this personal favorite
Goodwin Moy 13:45
Gotta be the DataGrid. That I mean, it's great for recording just filter down results that you want quickly, especially for global sales. I can just go in there and just Type in yoga and find all my yoga classes. So sometimes, they'll you know, I feel like pain often misplace things.
Zach Malloch 14:06
Yeah. All right. So my favorite feature RecTrac lab
Goodwin Moy 14:13
bias.
Zach Malloch 14:16
Yes, we had a lot of people dress up at VSI for Halloween at VSI. We could share a photo for that on one second. Let me bring that up, guys. I think some space here
Mike Cianci 14:28
every year. A lot of people dress up. We do a bake sale. We all kind of have fun. There's a contest. It's a it's definitely a blast every year.
Goodwin Moy 14:36
Yeah. Last year we did a group of us did. Mario Kart. We had little carts driving around. That was kind of fun. Yeah. Let's keep it light.
Mike Cianci 14:45
Right. I think it's fun to when You'll see some of the if you know any of the people that work here. Why seeing them dressed up is always pretty funny.
Zach Malloch 14:53
Yeah. I'm not going to leave this up for very long because I don't want to take the boat So, everybody in learning share my Screen again. So yeah, there's some of our crazy casts here. Yeah. Don't worry about my desktop background being completely crazy. Yeah, well, just so Yeah, Bob Ross, pretty mercury. Pretty Mercury's probably gonna win for the contest.
Goodwin Moy 15:28
See free attack spell on them.
Zach Malloch 15:33
Yeah, so let's see non address non US addresses into household management. Suggestions
Goodwin Moy 15:47
I would guess I guess what are some of the issues is just entering the Providence code? Or maybe just I think you can either numbers defaulted, meaning
Zach Malloch 15:58
you can change the format of a lot of those fields, like foreign phone number, Field and date fields in what the system processing or static grammars Profile where you can change some of those formats. As far as maybe if there's a special question, or specifically about non US household addresses, is there a particular area that you're having trouble with that? Yeah, if we can get a little bit more follow up, maybe we can come back to that. Can Lead processing these separate from global sales? But technically, all the registrations are going to go through global sales? Although you could use Screen design to create a single tab version of global sales? If there's somebody that just does need registrations?
Goodwin Moy 16:54
Yes or no or just in your daily processing? Profile, just enable just that module only. So when you got a global sales, that's all you see.
Zach Malloch 17:03
Right? So Screen designer to be able to limit that for you. Maybe that answer that question, Giles. I haven't seen Giles yet. Today, he didn't come through the group photo. So I don't know if he actually wore a costume. We'll investigate and report back CSS for customers Touch POS Button. So technically, all of the touch buttons are now CSS. So when they have the percentage when you're building them, you get that I'm assuming that question is a little bit more towards custom CSS for an individual Button, which I, I have not done anything with, you'd have to really customize the app CSS for RecTrac to do anything there. So if there's a specific thing you want to be able to do to those buttons, we can maybe investigate ways of doing that. But I don't know that we'll have any special injection methods for custom code in there. Have you guys run into anything like that? For your requests are not. Alright, will we be able to add more favorites to the sidebar? So yes, your sidebar technically is not limited by favorites. But it's only going to show the first five. So I guess that's probably where the limitation was coming from. And just kind of looking at my other menu here and RecTrac off Screen. So yeah, it's just those first five that you'll get in the sidebar. And that's kind of a real estate limitation right now. But if you want to, you can, of course, edit those moving around using that stylus icon above your favorites and kind of take control over like their enhancements for adding more than five in that column view. I can certainly see that as an option. Let's see. Did I grow my beard for my costume? Nope, I've had it and it just so happened that all the gray coincides exactly perfectly with Zach Galifianakis His grays, so it's, it just was meant to be
Goodwin Moy 19:00
that you painted on.
Zach Malloch 19:03
Yeah, that's gonna go wash my face after this and I'll be done. Let's see? Ya. So the question about having to have a beard to work and support and we're not playing along is it's coming up over and over. But no, it's not. It's not required. We actually have a few beardless people that support they just are not very photogenic with the camera looks awfully good.
Goodwin Moy 19:29
That's why I'm right in the middle.
Mike Cianci 19:31
Let's shine.
Goodwin Moy 19:33
Exactly.
Mike Cianci 19:35
All right.
Zach Malloch 19:40
See what else we have here that air is the best Type of air. Good one. While we're kind of talking about this might be good to throw a treat and
Goodwin Moy 19:55
Okay, yeah, let's do it. Let's actually before we do that, so I did I do have the answer for how many hosted customers we have. So right now we have 144 active customers that's fully hosted. And then we have the web hosted customers right now. Okay, now know how many there are web hosteds for 10.3? I didn't get an answer on that,
Mike Cianci 20:21
but I'm not sure if they host at least no more the full hosted, okay.
Zach Malloch 20:28
All right. So Goodwin has something he's going to show off here a little bit.
Goodwin Moy 20:34
See if I can do this here.
Zach Malloch 20:36
If you're on the edge of your seat with excitement, anticipation, that's the right place to be.
Zach Malloch 20:45
But you need to do that.
Goodwin Moy 20:50
Yep.
Zach Malloch 20:52
We need to teach Goodwin how to use Zoom real quick. We'll be right back. I would just use your whole Screen. Share that. It's really these thrilling moments or RecChat. But I know everybody tunes in there. Now we can see your whole desktop Goodwin, including RecTrac. Right there. So what do you got?
Goodwin Moy 21:11
All right. So just something that I've been working on. I know that everybody, we had some great feedbacks on live chat. So we're trying to add to that, adding a new feature, we're trying, we're going to be incorporating AI bots. So let me show you what it potentially could look like.
Goodwin Moy 21:42
So in the very near future, when you go to our mod system support site, if you log in, you're gonna have an option to interact with a bot. So here we are. Welcome to Boomont systems. Look at that Guy
Zach Malloch 21:58
Halloween theme, who is that?
Goodwin Moy 22:00
It looks very familiar.
Zach Malloch 22:04
I like those options you got down there at the bottom of over.
Goodwin Moy 22:07
Yeah, so it's a little work in Progress right now. So we're just kind of just first go around, kind of test it out and see how things are working out we're gonna be taking some suggestion working with some of our, our folks that are do a lot of chats and see, you know, how we can best promote little self help. And then maybe like after hours, after hours help as well. So in here for examples, I might have an option for credit card status. So maybe you're doing a transaction and for some reason, it's not going through and you're wondering, hey, you know what's going on, you know, you actually actually log on to her support site, enable the spot and then we Click on credit card status. So from here, these are our current gateways we have PlugnPay So if I Click on the PlugnPay Gateway option, it's gonna redirect you to the PlugnPay Gateways site.
Zach Malloch 22:58
very nice very nice.
Goodwin Moy 23:01
They then go back here and start over. credit card status get and you know, if I were to put on ETS or CardConnect and TS option,
Mike Cianci 23:15
what is TS Goodwin?
Zach Malloch 23:18
A new provider?
Goodwin Moy 23:18
something new, let's check it out.
Zach Malloch 23:23
Is that the Truffle Shuffle?
Goodwin Moy 23:25
truffle shuffle.
Zach Malloch 23:28
So some of these features might not make it into the final released version.
Goodwin Moy 23:34
But what I want to demonstrate here is that with some of these options actually lead to a lot of potential new ways for you as a customer, you can just just find help. For example, if I go to hardware in here, I might have different options for our peripherals, what kind of peripherals Am I looking for help with. So I got petrified printers, creepy cash drawers, bloody barcode readers, you know, and others. So if I Click on let's say, the petrified printers in here potentially could be a document or a topic document that shows you how to install this printer,
Zach Malloch 24:18
or gif of a cat
Goodwin Moy 24:19
or giff of a cat or if we all like cat gifs?
Mike Cianci 24:24
Brighten up my day
Zach Malloch 24:25
GIF or GIF?
Goodwin Moy 24:27
GIF I think we have a debate on that. All right. No example if I get a creepy Cash drawer
Zach Malloch 24:35
all the buttons we have
Goodwin Moy 24:40
Oh actually, I love this. This is my favorite jam. But as you see here, you know with this, you know we can actually have an option with the cash drawer like hey, we didn't have a nice little video on some troubleshooting tips for cash drawer. How do you know my cash flow is not popping? You know try these options. So A lot of potential in this. So right now I'm kind of just working through it, kind of feel it out and see how we best serve our customers during business hours. And also after hours.
Zach Malloch 25:11
Maybe we should add an extra question in our survey after this RecChat about that very thing.
Goodwin Moy 25:17
Yeah.
Zach Malloch 25:17
All right.
Goodwin Moy 25:18
Anything that you can provide or just offer up suggestions, I'm definitely willing to consider and take a look at it and see how we can best serve everybody.
Zach Malloch 25:27
I think something to just this replace live chat at all?
Goodwin Moy 25:31
it was not, it supplements it. So you know, for example, I mean, I'm guilty of it, I actually go on YouTube a lot and try to be the handyman of the house. But sometimes does take me a little while to figure things out. But you know, I do enjoy watching videos like, Hey, this is how I fix it. So next time, you know, when I actually have an issue with a printer, I can have a better understanding of it. I mean, it is nice when I call up a representative to help me install a printer or sell a cash drawer. But it's also very rewarding when actually, you know, do something myself and figure it out.
Zach Malloch 26:07
Let's go ahead and stop that share. Unless there's anything else you wanted to show about chat?
Goodwin Moy 26:12
No, I think just know that in the very near future. We're think we're shooting for January 1, to have these to launch AI bots, to better serve our customers. And also something we're going to be adding as well is we're going to be adding the SMS chat as well. So in the very near future, you'll be able to actually interact with a support representative using your phone texting,
Zach Malloch 26:38
just in case you don't have internet access, or
Goodwin Moy 26:40
Yeah,
Zach Malloch 26:40
I'm attached to it.
Goodwin Moy 26:41
Yep.
Zach Malloch 26:43
Very cool. And I think just to re clarify, or extra clarify that this doesn't take away the live chat option that you can maybe do some quick self service with the chat bots. But then if you get out of your depth at any point, you can jump back into actually talking to a live graph, or if you exhaust What the bot has been configured for so far, then you get back to the live reps. Definitely. Okay. And I think we should probably hide a couple of videos or gifs in there when it goes live.
Goodwin Moy 27:15
Like a little easter egg. Yeah. That
Zach Malloch 27:17
would be fun, just in time for March. All right, back to a couple of questions. And then we're going to probably end because this is time flies and we're having fun. And this might be the most fun read chat so far. Probably we'll have to get Patrick and everybody to up their games a little bit next time. So if you upgrade to the Oh, two Hot Fix, is there any downtime like that?
Mike Cianci 27:41
Well, there shouldn't be people shouldn't be getting disconnected. It should be pretty seamless, you know, just right up to the new version shouldn't have any downtime.
Zach Malloch 27:50
Okay,
Mike Cianci 27:50
so be no disconnect.
Zach Malloch 27:51
All right. So if you are needing to go to three 110 Oh, oh two?
Mike Cianci 27:58
Yep.
Zach Malloch 27:58
Then just go ahead and run it on your server? If you're going from previous version to the new one, then that at that point, do you have a little bit of downtime? Because going from the different version numbers
Mike Cianci 28:09
depends on how far back you are. But you should.
Zach Malloch 28:11
Okay, that's running it,
Mike Cianci 28:13
shouldn't it shouldn't be able to just run it and it you shouldn't have any issues
Zach Malloch 28:19
questions. What else do we have here? RecChat topics and customer reports for Screen design. So here's a here's an idea. With or here's something to share. So if anybody is going or saw the RecChat from the symposium last week, or you want to tune in in two weeks, when I actually remember to hit the record Button, by the way, this is recording right now I double checked. We are going to start a virtual symposium program next year. So quarter one of 2020, we're going to be coming out with a couple of topics per month, and we're going to provide, it's going to be more of a training thing. So RecChat is more of a broad sort of conversational, like, get an idea about something where this is still very. Whereas the virtual symposium sessions are going to take a couple of topics that we go over at the physical symposium, and just make it so that people can participate from anywhere in the country. Because we know it's not the easiest thing in the world to drive, or fly up to Vermont, to find other accommodations and all that sort of stuff. So we're still figuring out the price. And we're still figuring the exact mechanism of doing that. But that will be something you'll be hearing more about as we get closer to 2020 next year. All right. So yes, we'll definitely be getting into some deeper topics in these ways. Canceled classes and global sales, will we ever be able to very possibly, right now there is no status filter in global sales and we just kind of automatically hide the canceled stuff. Since we can display it on the web. I don't think it'd be too difficult to display it. In global sales. We can make sure that there is a an enhancement written up for that. And of course, then there's the balance between all of the enhancements and the bugs that fixes that need to go through and all those things. So I can't promise any specific timeframe for those. But we can definitely get that in as a written enhancement. And,
Goodwin Moy 30:17
I mean, certainly would that we probably want to color code a little bit. So we know so that users can see that, hey, you know what this color represents canceled sections?
Zach Malloch 30:26
Yeah, because there's already a lot of color coding in global sales, particularly for activity modules. So it makes sense to do that, too. All right. So we do have a couple other questions we haven't quite gotten to in the q&a. But we have been going for half an hour. We do have all of these questions recorded. So we'll try to get the best possible answer we can for anybody that we didn't get to on air. Sorry for anybody that had a question they really had burning in their mind that they wanted to get an answer for, but they didn't quite yet. We'll try to follow up. If there's anything that's a deeper issue that you've got anything that we kind of mentioned that you didn't feel if the resolution was there, definitely talk to support or chat and very good chance to talk to Mike Goodwin's face won't be there quite yet. But look for that in January. And just like always, we're going to post the recording of this in the sport portal, it will include the document and anybody want to take us out. I want to hear it Goodwin.
Goodwin Moy 31:25
Not right now Zach now that could be
Goodwin Moy 31:29
Turn around people what you see in her face.
Zach Malloch 31:37
Oh, you guys have the
Mike Cianci 31:38
mirror of your dreams. Yummy to play.
Zach Malloch 31:44
Before this goes too far. We're gonna go ahead and thank you all so much for participating in this session and all the sessions we really appreciate you putting up with us being weird and silly. Thanks so much to everybody. Talk to you soon.
Goodwin Moy 31:57
Happy Halloween
Mike Cianci 31:58
bye
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