Release Update (Nov 9, 2021) | Reporting & Agent Console Enhancements

This release note gives you an overview of the latest enhancements in the Comm100 Reporting.


Missed and Refused Chats

Currently, if chats transferred from Chatbot to Agent are missed or refused by the agent, they are considered as normal chats. So, if all your chats are configured to route to Chatbot first, the Chat Acceptance Rate is always 100%.

After the release, how we calculate Chats, Missed Chats, Refused Chats, Abandoned Chats, Switched to Offline Messages, and Chat Acceptance Rate will be changed. The missed and refused chats from Chatbot to Agent will be reflected in the Reporting section under Missed Chats and Refused Chats. As a result of this change, if all chats are configured to route to Chatbot first, the Chat Acceptance Rate might not be 100% after release as agents may miss or refuse some chat requests.

Note: The historical data of Chats, Missed Chats, Refused Chats, Abandoned Chats, Switched to Offline Messages, and Chat Acceptance Rate keeps the same after the release.


Avg. Wait Time 

Currently, the Avg. Wait Time is calculated based on the total number of chats your agents take, regardless of whether the chat has a waiting time or not.

After the release, only chats that have a waiting time will be counted to get the Avg. Wait Time data.

Note: The historical Avg. Wait Time data in the Real Time, Chat Volume, Wait Time, Agent Performance, and Efficiency reports will be updated after the release.


Web Agent Console

As part of the code optimization, the Web Agent Console URL will be changed from https://yourdomain/livechat/agentconsole.aspx to https://yourdomain/livechat/agentconsole.html. You can still access the Web Agent Console using the old URL, but we strongly suggest you update and bookmark the new URL to avoid any interruption to your future login.

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