Feedback for Comm100

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  1. 1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  2. Allow admins/managers to hide website Visitors for agents via permissions

    Some organizations don't want their agents to have visibility on what the website visitors are doing/browsing; therefore, would like to control this via permission for agents.

    1 vote
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  3. 3 votes
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    on the backlog  ·  0 comments  ·  Live Chat  ·  Admin →
  4. 1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  5. Add VIEW only permission for Canned Messages

    Various enterprise customers have requested this - their agents can "ONLY" view the CMs NOT edit.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  6. Group the chats in queue

    Right now when our chats sit in queue they show up individually on the left hand side of the admin. When there are 10+ chats in queue you sometimes have to scroll to see the one that has been in queue the longest. I’m wondering if there is a way to group all the chats in queue together?

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  7. Allow chat button by pre-set scheduling

    If my agents are online from 9 to 5 and I want to display offline message afterward, I should be able to do so.

    55 votes
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    planned  ·  7 comments  ·  Live Chat  ·  Admin →
  8. Integration with Salesforce Knowledge

    For customers who heavily rely on Salesforce are also utilizing their Knowledge Base component. Makes sense to ensure there is a seamless integration between Live Chat and Salesforce's Knowledge Base piece.

    1 vote
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    has workaround  ·  1 comment  ·  Live Chat  ·  Admin →
  9. Round robin - ability to have a time limit

    If a user tried chatting and the auto allocation that's set is round robin, and the chat was assigned to the agent and have their status set to online, but wasn't actually available, after a certain amount of time it reassigns it to another available agent.

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  10. Email forward function

    Unfortunately the forward function is not visible anymore (since the latest update). we cannot forward any emails with attachements to another person / department anymore, we need to change the recipient manually and the attachment is not forwarded in this case. Please insert the forward function in order to forward emails + attachments!

    45 votes
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    1 comment  ·  Ticket  ·  Admin →
  11. Social Media message approval

    Social Media feature: If configured, messages can be approved by Supervisors before Agents sends them.

    1 vote
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    0 comments  ·  Social  ·  Admin →
  12. Default agent template and permissions

    We should have an option to set the default parameters that are used when creating a new agent. i.e. parameters such as: Title, password, groups and permissions should be configurable in a default template.

    Every time when i create a new agent i need to set all these manually and after the agent is created i need to manually amend the permissions as they are wrong and don't reflect the permissions of the "All agents" group.

    my "All operators" group for example has "Join chats" disabled, but every new agent that i create has this option enabled, and some others…

    3 votes
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  13. Disabling the link feature.

    We should be able to disable receiving links from our visitors. In nature of our business, we do not need any links or screenshots from our customers. They keep constantly sending virus links to our supports. So, even if they will be able to send some link, the link should be scan first or block if it looks suspicius. Like ending with .qrr / .qg

    Thanks!

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  14. Date and time stamps

    date and time stamps on the chat per the image attached.
    date would be fine to leave out

    1 vote
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    1 comment  ·  Live Chat  ·  Admin →
  15. 1 vote
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  16. 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 →

    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.

  17. Can there be a section on the Reports- Availability section where we can plot schedules and see in percentage the "Adherence" of the agents

    Can we have section on the Reports- Availability where we can plot schedules and see in Percentage the adherence to their schedules? This computes the log outs during shifts, break, over break and late log ins and complete hours worked in a weekly, monthly, daily basis?

    4 votes
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    0 comments  ·  Ticket  ·  Admin →
  18. Routing order/Hunt Group

    It would be handy to be able to setup routing order per campaign in case preferred agent or department is offline or nor respond within XX seconds.

    Example:
    1: Chat comes in for Department or campaign X
    2: Assigned department is not responding to call or offline
    3: call goes to next rule which can be another agent or department or all
    4: etc.

    This way can set preferred departments for campaigns and if they not there or to busy going to next preferred etc.

    10 votes
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    0 comments  ·  Live Chat  ·  Admin →
  19. WhatsApp Integration

    WhatsApp Integration

    4 votes
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    planned  ·  0 comments  ·  Social  ·  Admin →
  20. 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 →
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