Feedback for Comm100

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  1. Post-chat survey comments to be available in one place / report

    It's inefficient to open every transcript to view post chat comments, can this be displayed along side the rating?

    3 votes
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    planned  ·  1 comment  ·  Live Chat  ·  Admin →
  2. 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  ·  0 comments  ·  Live Chat  ·  Admin →
  3. Copy message that has been written in typing area after customer leaves the chat

    In Comm100 Agent Console, when a customer leaves the conversation, instead of removing what the agents have typed in typing area, agents can still copy or save somehow what was written but not sent before end of chat?

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →
  4. would like to request for the 1st response time to be start count even member send out in picture

    would like to request for the 1st response time to be start count even member send out in picture

    1 vote
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  5. want the admin can manage chats in the monitor mode , i need immediate

    want the admin can manage chats in the monitor mode , i need immediate

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →

    Thanks for the feedback.

    I have some question about the feedback. What does the “Monitor Mode” here mean? Does it mean the “Visitor List” or “Monitoring a specific Chat”?

    And what exactly is the “Manage Chats”? Assign the chats to specific agents?

    Looking forward to your reply

  6. API for "Current Queue Length"

    Use case for this API:

    Trying to implement a monitoring system for the queue length to be able to better deal with staffing and break times and be able to log the queue length throughout the day.

    22 votes
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    coming soon  ·  0 comments  ·  Live Chat  ·  Admin →
  7. insert a clickable phone number into a chat session

    Want to be able to link a phone number via chat, similar to how html offer sms: and tel: links that can be clicked to start a message or phone call on mobile devices.

    1 vote
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  8. Report by campaign choice for Efficiency and Conversion reports

    Report by campaign choice for Efficiency and Conversion reports

    1 vote
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    0 comments  ·  Live Chat  ·  Admin →

    You can set three Conversion Actions for each campaign and check the Conversion report by Conversion Actions. An example:
    1. Create a Custom Variable with Name: Visitor Campaign ID, Type: Text, and Value: window.getCookies(‘C_cId’)||undefined
    2. Create a Conversion Action with Type: Custom Variable, Condition: Visitor Campaign ID is [Your Campaign ID]

    And for the Efficiency campaign, will an agent have different efficiency in chats that from different campaigns?

  9. Add an option to access agents private shortcuts

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

    24 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  10. URL independent for ticktes

    We use to give support among several operators shearing the ticket URL.
    It was fantastic the instant access to the ticket...
    Can we recover that feature?

    3 votes
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  11. Filtering operator participated in ticket

    We can filter tickets assigned. But I'd like to see all the tickets where an operator participated, not only those assigned to him.

    1 vote
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  12. Open several tickets at the same time

    Open several tickets at the same time, right clicking on it (open on a separate tab).
    This would ease the review of tickets, and the decision of merging tickets.

    3 votes
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  13. Columns customization

    The list of tickets should have a view with columns, so operator can get to know a lot of each tickets without the need of entering into each one.
    These would ease the selection of tickets, and the monitoring of operator's work.
    As it was before, when we were able to customize this view.

    3 votes
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  14. Mass actions

    A checkbox in the list of tickets, so tickets can be assigned to a particular operator, or deleted, or close... without the need of entering into each ticket.
    As it was before

    3 votes
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    coming soon  ·  0 comments  ·  Ticket  ·  Admin →
  15. Agents should not be able to change/update their profile without permission

    Agents should not be able to change their login email address, first/last name, Display name, title, Bio, mobile number and reset their API Key.

    4 votes
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  16. Select all the contents in the canned message search box every time you activate it

    When searching in the agent console's canned message tab, we must remove the content in it manually before searching again.

    1 vote
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  17. Improve the setting efficiency of conditions, etc

    They have a text field in pre-chat window and will set up routing rules and visitor segments based on the entered info in the text field. There are over 100 items that will trigger the rule. Currently, they have to create over 100 conditions like the sample below

    1 vote
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    planned  ·  0 comments  ·  Live Chat  ·  Admin →
  18. Allow attachments for Canned Messages

    I would like the user and agent to have the functionality of attaching an image or a file to a canned message.

    14 votes
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
  19. Allow translation popups to occur by visitors IP or browser locale

    Currently translation popups occur when the user first types in a message. I would like to allow the translation popup to occur by detecting the visitors IP address [location] or the browser locale.

    11 votes
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    on the backlog  ·  1 comment  ·  Live Chat  ·  Admin →
  20. Prevent an agent from viewing other agents statistics across all available reports

    An Agent can view all reports with his/her own data, but cannot see others.

    1 vote
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    under review  ·  0 comments  ·  Live Chat  ·  Admin →
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