Feedback for Comm100

Which agent used which canned message and how many times, please bring it to the reports.

Please enable a more secure login option such as 2-step password authentication for agents.

To put a confirm email address box when changing email address so you don't end up putting in the wrong email address or misspelling yours. Also a email getting sent to your new email to let you know it has been changed would be a good idea

I would like the user and agent to have the functionality of attaching an image or a file to a canned message.

When a new agent is created by Admin, they should receive an email to complete registration. Seems odd to them that they're setting their passwords, etc.

Change the settings to allow an agent (and site administrator) to amend their private canned message to make it public so other agents in the campaign can use them. Currently you have to add them again under the public section but it seems logical to be able to allow them to be moved or copied.

Just wondering by default the ‘Manage My Profile’ is on (ticked), is it possible to default it off as the customer has couple hundred user accounts we need to untick.

We would like to insert 'department' as a dynamic info in a canned response You have been transferred to <DEPARTMENT>. I’m just reviewing your previous discussion with my colleague so I am up to date with your query, please note there may be a little delay while I catch up…

Can we have section on the Reports- Availability where we can plot schedules and see in Percentage the adherence to their schedules? This computes the log outs during shifts, break, over break and late log ins and complete hours worked in a weekly, monthly, daily basis?

We should have an option to set the default parameters that are used when creating a new agent. i.e. parameters such as: Title, password, groups and permissions should be configurable in a default template. Every time when i create a new agent i need to set all these manually and after the agent is created i need to manually amend the permissions as they are wrong and don't reflect the permissions of the "All agents" group. my "All operators" group for example has "Join chats" disabled, but every new agent that i create has this option enabled, and some others which are disabled in the "All operators" group