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

December 30th, 2015 | Anna Cheung | News & Updates | Estimated Reading Time: 2 minutes
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 Agent Report, Status Overview Report and Agent Status Change Log, enabling you to have a better understanding of agents’ 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 agent 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 agent is up to, and exactly why he/she is “Away”.

custom away status-comm100 live chat

Individual Agent Report

The Individual Agent Report provides an in-depth analysis of each chat agent’s individual performance within any period of time. The Agents report allows you to tell performance difference between each agent within or across departments in a given time. While if you want to check one particular agent’s performance trend throughout the same given time, you’ll need to resort to the Individual Agent Report, which provides one agent’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 agents (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 agents’ status during their logged-in time, and thus are able to gain better control over agent performance.

agent status report - comm100 live chat

Agent Status Change Log

Agent Status Change Log is a complete record that informs you of each agent’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 agents’ status. Besides, Agent Status Change Log is a helpful way to tell whether a change is reasonable when you’re evaluating agent performance.

agent 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.


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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