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. 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 →
  3. 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 →
  4. 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 →
  5. 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 →
  6. 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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  7. 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 →
  8. 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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  9. Ban list select all.

    Impossible to delete one by one, an option like select all delete is absolutely necessary in an urgent way.

    2 votes
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    under review  ·  1 comment  ·  Ticket  ·  Admin →
  10. Add a Button/Customer URL Link to Invitations

    Having a button/link to other pages would help to better promote/inform customers through use of the invitation - especially for special offers

    1 vote
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  11. Please allow for SVG images to be uploaded for chat buttons.

    With higher resolution screens becoming popular, we are upgrading our images from JPG and PNG to SVG. I would like to be able to upload my Chat button in SVG format (vector).

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  12. Allow video conference via Audio or Video add-on

    Instance, an agent is chatting with a member and wants to bring in another agent for assistance on the video.

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  13. Save preset columns/settings in the Agent Console

    Large enterprise customers generally have reps/agents actively moving. Therefore, the managers/supervisors would like to have a set of preset columns, settings, et cetra across all the agents and including new ones WITHOUT having to manually tell each agent to do so.

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  14. Voice Message through Live chat

    We suggest to have a voice message feature, which enables the customer to record a voice message and receive a reply with voice message too, in addition to the normal live chat, similar to the concept of Whats app and Facebook Messenger applications... this feature will empower the customer to send his inquiry comfortably and will complete the chat in much lower duration.

    1 vote
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    1 comment  ·  Live Chat  ·  Admin →
    under review  ·  Lolly responded

    We are not going to have this feature in the near future.

    For Agents, It takes time to listen to the voice messages, which reduces the efficiency. If we add the voice message feature, the voice-to-text feature is also needed.

    For Visitor, the speech input becomes more powerful, which can be a replacement of voice message if they don’t want to type.

    Thanks.

  15. Enable Agent Provisioning for simplified SSO management

    The way the current SSO setup solution works a user needs to be created in Comm100 first. To simplify Agent life cycle management Provisioning and De-provisioning of a Agents incl attributes like queue should come from the Identity Provider.

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  16. I want to call back the message

    I want to call back the message

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  17. Canvas LMS Integration

    Some clients are interested in integrating sites built upon the Canvas LMS with Comm100.

    The current workaround is to use some custom JS to add our chat button to the site via Canvas' somewhat limited custom code features.

    The integration could include first class support for adding the chat button code to certain pages rather than all or none, as well as the ability to set up and manage Comm100 within Canvas without using custom code.

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  18. Add an option to access agents private shortcuts

    Other words, Admins should be able to view or edit Agents private canned messages or shortcuts.

    30 votes
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    under review  ·  1 comment  ·  Live Chat  ·  Admin →
  19. Agents to be able to change their private canned messages to public

    Change the settings to allow an agent (and site administrator) to amend their private canned message to make it public so other agents in the campaign can use them.
    Currently you have to add them again under the public section but it seems logical to be able to allow them to be moved or copied.

    7 votes
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    under review  ·  1 comment  ·  Live Chat  ·  Admin →
  20. Allow chats to be searched by IP Address and Chat ID

    Under History> Chats, when we only know visitor's IP address and would like to search previous chats with the same IP address.

    Each chat does have a chat ID, agent would like to search chats by chat ID.

    10 votes
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    under review  ·  1 comment  ·  Live Chat  ·  Admin →
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