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. 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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  13. 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 →
  14. 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 →
  15. 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 →
  16. 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 →
  17. 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 →
  18. 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 →
  19. 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 →
  20. 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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