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What’s New in Comm100 Live Chat: Custom Away Status, Individual Operator Report and More

December 30th, 2015 | Anna Cheung | News & Updates | Blog Home
comm100 new release

Happy New Year! And hope you are having a great holiday season.

Comm100 has just launched a product update featuring Custom Away Status, Individual Operator Report, Status Overview Report and Operator Status Change Log, enabling you to have a better understanding of operators’ status and performance trends.

Custom Away Status

On top of the built-in general Away status, Custom Away Status allows you to add more specific away status, like Meeting, Lunch Break, Phone Call and more. Your operator can choose one status best describing the actions he/she is performing during his/her away time. Setting up custom away status is a great way to let the entire team know what your operator is up to, and exactly why he/she is “Away”.

custom away status-comm100 live chat

Individual Operator Report

The Individual Operator Report provides an in-depth analysis of each chat operator’s individual performance within any period of time. The Operators report allows you to tell performance difference between each operator within or across departments in a given time. While if you want to check one particular operator’s performance trend throughout the same given time, you’ll need to resort to the Individual Operator Report, which provides one operator’s performance (i.e. workload, efficiency, rating and status) by half-hour, day, week and month.

individual performance report-comm100 live chat

Status Overview Report

This report shows the total duration of each status about your operators (i.e. Online, Built-in Away, Meal Break, Meeting, Phone Call, and any other custom away status) in a given time period. You can have a detailed view of operators’ status during their logged-in time, and thus are able to gain better control over operator performance.

operator status report - comm100 live chat

Operator Status Change Log

Operator Status Change Log is a complete record that informs you of each operator’s status change history: when the change happens, and what the status is before and after the change. This enables you to easily monitor and track operators’ status. Besides, Operator Status Change Log is a helpful way to tell whether a change is reasonable when you’re evaluating operator performance.

operator status change report - comm100 live chat

Other Improvements:

  1. Added the option for you to view the Trend Overview report by Half-Hour.
  2. Added Missed and Refused metrics to the Trend Overview report.
  3. Added the option for you to check the Missed and Refused report by Code Plan.
  4. Added the option for your visitors to switch from Embedded chat window to Popup chat window during the chat session.
  5. Fixed the issue that sometimes exporting chat transcript didn’t work in Firefox.
  6. Fixed the issue that sometimes you might fail to change your banner image.
  7. Other minor tweaks and improvements.
If you want to know more details on these new features and see how they may benefit your business, you can register your own Comm100 Live Chat account and give it a try.

About 

Anna Cheung heads product marketing in Comm100. She spends most of her day in finding ways to have more people benefit from Comm100's products. In her spare time, she likes learning new things and sharing with others. Connect with Anna on LinkedIn.

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