Feedback for Comm100

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  1. 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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  2. 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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  3. 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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  4. 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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  5. 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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  6. Access report showing all agents and their access status. Need this type of report for our internal security auditing.

    Need a report showing all agents and their access status (active/inactive) for security auditing. Currently have to screenshot My Agents because no downloadable report exists.

    1 vote
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  7. Check your NPS rating

    I would like my agents to be able to view their own NPS rating in the post chat survey

    1 vote
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  8. 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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  9. Allow to change the format and content of transcript and offline message

    Allow admins to change the format, subject, and context of transcripts and offline messages under Campaigns.

    1 vote
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  10. 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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  11. Allow for auto-scrolling to be disabled

    By default, the chat software scrolls the window all the way to the bottom when the agent is typing to the client. A client may wish to scroll up to review something an agent said previously, but if the agent sends a new message, it forces the client back down to the bottom. This also happens if the agent is typing a message - the client's window scrolls down automatically every 1-2 seconds if they scroll up while the agent is in the middle of typing a message. Instead of the client using the time she is waiting for the…

    1 vote
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  12. 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 →
  13. Having an export button that transfers to a excel spreadsheet

    It would be very beneficial to the universities staff to have a button to export agents into an excel spreadsheet. This helps us with audits and comparisons. It would make things a lot simpler as at the moment we are having to copy and paste which the site doesn't really allow for an easy copy and paste process.

    3 votes
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    0 comments  ·  Ticket  ·  Admin →
  14. Export bot to xlsx or pdf

    For now we can export bot to xml. But it's not easy to read and review. I hope we can export bot to more readable style like xlsx or pdf so that it can be read by people.

    1 vote
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    0 comments  ·  Bot  ·  Admin →
  15. Trigger a bot intent from other APP

    In other Apps, e.g., a link in an article, if it can be used to open a live chat window and directly trigger a bot intent.

    It will be easier to lead visitors to what they need.

    1 vote
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    0 comments  ·  Bot  ·  Admin →
  16. Add report for bot intents usage rate

    If we can provide how often which intent are triggered, what intents are mostly used, that may be useful.

    1 vote
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  17. Queue notification on transfer window - agent know if the department transfering to has a queue or not

    If a department has a big queue an agent can decide to give out the departments contact details rather than queue with the visitor waiting for the transfer.

    3 votes
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  18. 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 →
  19. Queue closes but guest is still in it. Guest should get a message and kicked to the offline option.

    It's currently possible for agents to exit and not clear out the queue. In the unfortunate event that it happens, the guest could stay in for far too long.

    Give admins the options to 1) customize a message along the line of :c
    hat is now closed" and 2) kick the guest out or to the knowledge base or the contact us page, whichever.

    Thx for considering this.

    2 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  20. 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 →
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