Feedback for Comm100

Currently there are various metrics available in the reporting section, however there is currently no functionality for setting up automated/scheduled reports. These would be very useful, and in our case would be setup to be run at the end of each shift. Sent to the shift manager it would allow them to receive an overview of their teams shift without having to go into the Comm100 console and fine tune the reporting. For example we have two shift patterns. 7am-7pm and 7pm to 7am. An automated report showing chats received, chats missed, chat acceptance rate, average waiting time etc would be very useful and allow us to highlight capacity issues/training requirements sooner.

To protect company's asset, please allow admin to disable sending file outside from agents

I would like to see a report that advises the accmulative values over the course of month allocated to their respective day during a week. This will provide a monthly trend hour by hour of the volume we can expect during 1 week.

A feature request for auto messages that can be configured based on triggers like time elapsed since the last message from the agent or since the conversation started. The configured messages should support the same dynamic info as canned messages. Perhaps the messages could be shared or come from the same pool.

A customer is looking to know how many times a chat button is clicked. I would like this to be available via an API, if Reporting is not possible.

Under password policy, add a setting for a notification for agents. A reminder email that their password will expire in 15 days.

We are running some very big campaigns targeting just a few hundred large companies. If one of those companies (IP address) hit our website, I would like to be able to initiate a chat that says something like “Welcome to our website. Rob Is your dedicated account representative, would you like to chat with him?” I know we capture IP addresses, but would need the ability to create a proactive chat associated with a specific IP address.

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

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