Hello Comm100 Team,

​We would like to request a workflow enhancement that will significantly improve our agents' efficiency and reduce Average Handling Time (AHT).

​The Problem: > Our agents handle a high volume of concurrent chats, meaning their hands are almost always on the keyboard. Currently, to end a chat, they have to break their typing flow, grab the mouse, locate the "End Chat" button, and click it. While this seems small, these micro-delays add up significantly during peak traffic hours and cause unnecessary friction.

​The Solution: > We highly recommend introducing a global keyboard shortcut to immediately close the currently focused chat tab. For instance, in other platforms we have used, the combination of Ctrl + . (or Cmd + . for Mac) is a standard and highly effective shortcut for this action.

​The Impact: > Keeping agents' hands on the keyboard allows for a much smoother, faster, and more ergonomic wrap-up process. It is a simple UI/UX addition that directly translates into faster resolution times and better agent experience.

​Thank you for looking into this workflow improvement!