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
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 far12 votes
I would like to be able to set a global agent greeting for all my agents instead of having them customize their greeting message4 votes
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
I would like to be able to change the settings for when the auto end chat warning message is sent.4 votes
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, #hashtag8 votes
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.
Dept 1 (UK) - 3 chats
Dept 2 (US - chats only) - 4 chats
Dept 3 - (US - omni) - 2 chats9 votes
Rather than starting with no rating (no stars), allow us (the users) to set the rating to 5-star. Why? It assumes that the item in question is good and that an unsatisfied guest will deduct a star if he/she feels it's merited. Simply a different way to come at the situation, a way that leans toward giving the benefit of the doubt.3 votes
Have you considered adding the ability to have video/voice chat with real-time transcription and translation to help support staff?
Have you considered adding the ability to have video/voice chat with real-time transcription and translation to help support staff?1 vote
NPS should also be available per agent and department levels.1 vote
ability to record audio and video calls for tracking and audit purposes.1 vote
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
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 Segmentation6 votes
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
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
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
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
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
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
I would like a report that shows when an agent is kicked off a chat by another agent1 vote
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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