Feedback for Comm100

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  1. Add an announcement feature for managers

    Customers teams could log into Comm100 using Chat, SM, Ticketing(email) - There's a need for managers to do an announcement there when they log in for important updates or changes.

    7 votes
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    0 comments  ·  Live Chat  ·  Admin →
  2. Hide my account > dashboard details for non-admin

    On the My Account > Dashboard section on the Control Panel hide those details there for non admin accounts ( Number of agents, billing total)

    7 votes
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    0 comments  ·  Live Chat  ·  Admin →
  3. Hide other agents name on chat history

    On the chat history on the control panel, hide the names of the other agents on the drop down menu and just show the name of the agent that is signed in ( if that agent is not an admin )

    7 votes
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    0 comments  ·  Live Chat  ·  Admin →
  4. Hide other agents chat history on the agent console.

    hide the chat history from the other agents and see just the chat history from the agent that is signed in. I know there’s a permission for this that limits the agents to see their own chats but they want to hide the names of the other agents as well and just show the agent’s chats.

    7 votes
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    0 comments  ·  Live Chat  ·  Admin →
  5. Transfer chats without joining as admins/supervisor

    From customer:

    The fact I can’t transfer chats to agents and have control of situations that may arise is a frustration and another thing that was in the matrix as needed due to the way our model works with the branches. We seem to of got plenty of wires crossed when reading this out to an AE in one of our many calls and it’s very frustrating that the control I have over this system is nowhere near what I had previously and it’s a shame.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  6. 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.

    6 votes
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    0 comments  ·  Live Chat  ·  Admin →
  7. 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.

    15 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  8. 1 vote
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  9. Invitations should check to see if an agent is online in the backup department too

    Currently, the Live Chat systems only checks in the Main department but NOT the backup. Customers have a key requirement with only few agents handling Main departments and other agents from different channels as backup.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  10. Endpoint to end livechat.

    Please add endpoint to end running chat. Something like:
    /api/v2/livechat/end/{id} - end running chat.

    3 votes
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  11. 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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    1 comment  ·  Live Chat  ·  Admin →
  12. Make the popup window open on the left side not always on the right

    add a bit more flexibility to be able to add left the pop window

    we could pay for development if reasonable price, 3 css changes in the code

    1 vote
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  13. 1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  14. Verify timezone settings

    Could you check if timezone setting is used properly in whole system?
    As you could see in attached printscreens, in livechat window it shows 23:21 time. but the printscreen is taken at 12:21 (GMT+1) and in chat history time of the chat is correctly showed as 12:21. It could be really confusing for customers to see different time, than they have.

    3 votes
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    1 comment  ·  Live Chat  ·  Admin →
  15. Update javascript for performance recommendations on Lighthouse

    Google is currently downgrading both our "Performance" and "Best Practices" metric, due to the slightly outdated javascript running in the most recent Live Chat installation code.

    I'm not sure how Google ranks our pages for "Best Practices", but "Performance" is certainly rated, so I would like this updated if possible.

    Without the chat code installed, we score considerable higher on both metrics (a perfect 100 on "Best Practices without the code).

    Specifically, Google wants us to fix these issues:
    - Does not use passive listeners to improve scrolling performance
    - Uses document.write()
    (It's probably the non-passive listener lowering the performance,…

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  16. 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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  17. Agent Report Card

    An Agent report card that provides their rating of all chats in a determined time period as well as the Post-Chat feedback for that period. Currently, I have to export all chat details for the Agent in order to gain this information.

    9 votes
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  18. 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 →
  19. 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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  20. Auto populate more fields to Zendesk

    Except for name, email and phone, the Company field would also be helpful. We may also need to populate more fields to Zendesk.

    1 vote
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