Feedback for Comm100

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  1. Post Chat Survey report by agent

    Currently the only filter for the Post Chat Survey report is Campaigns.

    Is it possible to get this By Agent as well?

    Similar to the Player Rating (which is also part of the post chat survey, but has its own report) we could then measure NPS, CES and FCR per agent.

    12 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  2. Adjust ChatBot Reply speed per message and Intent

    I noticed that whenever you have more than one message set up as an answer to one question, the Chatbot writes all the messages one after another in quick succession. Since the idea of a Chatbot is to imitate a human agent responding, it would be nice to have the option of adjusting the seconds after which the next text window should appear manually.

    It is very unrealistic for anyone to write three paragraph messages in two seconds. Another issue with this is that the second, third and so on chat bubbles, push the first one away from the screen.…

    1 vote
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    on the backlog  ·  2 comments  ·  Bot  ·  Admin →
  3. Change all personal greeting message.

    As you know some websites changing their domain always. And always personals must change site domain name from greeting message. You can add admin panel %greetdomain% and personal when add %greetdomain% their greeting message it will show from shortcode.

    For ex: Photo

    24 votes
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  4. Add the ability to expand right pane

    Users would like to add the ability to expand right pane even further in order to accommodate more real estate space for their own integrations or tool. Quikr serves as our CRM, Verification Tool, Troubleshooting Tool, Ticket Creation Tool, and Customer Wrap-up Tool. Operating under the narrow width limits, hinders our abilities to efficiently utilize Quikr.

    4 votes
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    0 comments  ·  Live Chat  ·  Admin →
  5. Having a unique ID for each item in Comm100

    Current setup assigns an ID for each type of record (i.e.: ChatID, ConversionID, Offline Message ID, etc.). These IDs are not unique and can be confused with one another when comparing reports.

    Request: Make it so each record has its own unique ID number to allow for ease of search (a separate request for the ability to search by ID has already been submitted by another user).

    6 votes
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    0 comments  ·  Live Chat  ·  Admin →
  6. Enable reporting for "notes" left inside chats

    Currently we can't report on note usage or even look for chats that contain notes, unless you know the keywords used in the note.
    We have come across cases where compliance was breached by using notes and we have no way to report on this so far

    12 votes
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    0 comments  ·  Live Chat  ·  Admin →
  7. Be able to set a global agent greeting for all agents

    I would like to be able to set a global agent greeting for all my agents instead of having them customize their greeting message

    4 votes
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  8. Change settings for warning message to auto end chat

    I would like to be able to change the settings for when the auto end chat warning message is sent.

    4 votes
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    0 comments  ·  Live Chat  ·  Admin →
  9. ability to record audio and video calls

    ability to record audio and video calls for tracking and audit purposes.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  10. Customize the "Right Now" report by department

    Looking to have the ability to set some customizations within the "Right Now" snapshot report under the Dashboard tab.

    We want to filter out by department at least, but we would also benefit by being able to see data on a Campaign level as well. Being able to toggle between these would be ideal for on-the-fly reporting.

    6 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  11. More dynamic canned response shortcuts

    Looking to allow for multiple shortcuts per canned response. Many other chat and social media platforms allow for this as it allows users to search more easily and not have to rely solely on text searches.

    Also, allowing for hyphens within the shortcut field will allow for diversity with multiple words.

    Ex: A canned response like this can have multiple hashtags for reference.

    #response #canned-response, #reference, #multiple-hashtags, #hashtag

    6 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  12. Parse permissions within Settings to allow deeper customization to certain functions

    Looking to allow for a deeper allowance of permissions beyond the current level. We are hoping to allow for some Settings permissions to be granted to some users while still preventing them from using others.

    Ex: Settings >> Auto Allocation and Settings >> Ban List should be allowed for some of our users (like supervisors) without allowing access to Settings >> Departments or Settings >> Visitor Segmentation

    6 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  13. Ability to toggle users from Away to Online remotely

    Looking to add the ability to turn an agent back to Online from the Away status. Current functionality allows the following:

    Online >> Away
    Online >> Offline
    Away >>Offline

    Hoping to add the following as well:

    Away >> Online

    This will help with agents avoiding chats or for those that are unaware/have forgotten to return to Online from a break.

    6 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  14. Adding a campaign tag to the chat transcript when forwarded to ZenDesk

    Currently, a chat transcript shows the Campaign as well as department within Comm100. However, when using a direct integration with ZenDesk, the tags sent with the transcript only include the department.

    Hoping to add a Campaign tag as well, to better categorize the chat transferred.

    6 votes
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    under review  ·  0 comments  ·  Ticket  ·  Admin →
  15. Setting chat limit by department

    Currently only able to set limits at the org level or the agent level - Looking to set the chat limits overall for a specific department. We have multiple departments with large amounts of agents in each and setting each agent separately is difficult to manage.

    Ex:

    Dept 1 (UK) - 3 chats
    Dept 2 (US - chats only) - 4 chats
    Dept 3 - (US - omni) - 2 chats

    6 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  16. Ability to toggle auto-translation use for all agents

    Currently, agents must turn on auto-translation in their chat settings before the icon is visible for them in the chat window. We would like to either make this a default setting as ON or be able to toggle it on upon account creation.

    Keeping it at the agent level is difficult for larger teams.

    6 votes
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    0 comments  ·  Live Chat  ·  Admin →
  17. Ability to use campaign-specific auto-messages that include placeholders

    Currently only available on the Agent level - we are looking to set an auto-message that will include the customer name from the pre-chat survey at the campaign level. Having it at the agent level only is difficult to manage with a larger team.

    6 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  18. Ability to add more avatars

    Due to the small amount of avatars available, we would like to be able to bulk upload avatars to the library so users have a larger selection to choose from.

    6 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  19. Update Ban List Functionality

    If I only had dates, country, url, mass delete and sorting ability - I would clean the ban list with 95% efficiency

    with 7500+ IP's in ban - I have some existing customers who are banned and I can not locate them.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  20. I would like to be able to track when kick off agent is used

    I would like a report that shows when an agent is kicked off a chat by another agent

    1 vote
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