06/22/2018 | Release Updates – Live Chat Report API and Ticketing Update (On Cloud Platform)

December 26th, 2018 | Release & Updates
  1. Live Chat Report API

    Comm100 Live Chat Report API allows you to pull raw reporting data from Comm100 Live Chat into your own systems. It can be used to:

    • Create custom reports as per customer’s requirements
    • Store the report data offline or outside of the Comm100 platform
    • Integrate into other 3rd party systems for data insights, and more

    To learn how you can utilize Comm100 Live Chat Report API, please check out our API Help Guide.

  2. Ticketing Update

    We have updated our ticketing system to bring new features that help improve your agent workflow and efficiency. Main features include:

    • Advanced ticket search
    • Manage tickets with batch actions
    • Select existing users/contact as ticket contacts

    For additional details, please read: What’s New in Comm100’s Ticket Release (June 2018)

  3. Other Live Chat Improvements

    • Added the Join button on the chat monitoring screen so that agents can directly jump into the chat while monitoring, without needing to go back to the visitor list to hit the Join button.
      Join Chats during Monitoring
    • Added agent wrap up information to the chat transcript email that agents send for archiving or follow-up.

      Live chat transcripts can be automatically or manually sent to the certain email account(s). Now you can also add Agent Wrap-Up information to the chat transcript email.

      When Agent Wrap-Up is required field, the email will be sent when the wrap-up form is submitted or 1 hour after the chat ends, whichever comes first. Read this article to learn more.

      Add Agent Wrap Up Information
    • Added the ability for visitors to download chat transcripts on the chat window after chats end.
      Download Transcripts
    • Added the Chat ID information to the Info panel in your Agent Console.
      Chat ID
    • Extended the range of agent avatar choices.
      More Agent Avatar
    • Added the Cookie Restriction mode to block cookies from Comm100 Live Chat so that no visitor browsing behaviors on your website will be tracked within the Agent Console. Cookie Restriction acts to protect your visitors’ privacy, and is helpful when you need to meet specific privacy or cookie policy standards.
      Cookie Restriction
    • Fixed the issue that agents with the Manage Agent & Agent Groups permission cannot configure other agents’ permissions, or add themselves to the Site Administrators group.
    • Other minor system performance tweaks and improvements.
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