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Agent Login Tracking

It would be nice to see agent login activity. So we can see when agents are logged in and active. The current reporting feature just shows chat volume. If there are no chats, we still want to be able to track what users were logged in. Thanks!

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Anonymous shared this idea  ·   ·  Report…  ·  Admin →
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Admintawk.to (top bird!, tawk.to) responded  · 

To All Our Valued Users, Thank you for choosing tawk.to and for taking the time to provide us your feedback and suggestions. At the moment, we can monitor the agent's performance through User Satisfaction reporting. This can be achieved under the Sentiments feature in which the visitor can click the thumbs up and down icon to rate the chat conversation handled by the agent. To check the agent's statistics for User Satisfaction, do the following: 1. Select the Reporting section on the left sidebar 2. Click the filter icon 3. Select the agent 4. Option to download the report as CSV file. The report will show you how many Negative, Positive, or Neutral sentiments each agent receives from their chats. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

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  • Anonymous commented  ·   ·  Report

    get login logs (date / time) from agents registered on the chat

  • Samuele commented  ·   ·  Report

    Very useful feature, it would be amazing

  • Anonymous commented  ·   ·  Report

    Yes, This is needed. We received a chat after hours, and from all accounts no one should be logged in. We can't audit who was logged in to fix this in the future.

  • Entertainment Plus & USA Transfers commented  ·   ·  Report

    We'd love to have a very important tool to make sure agents are logged in during shifts.
    Hard to see if numbers went down for a lack of traffic, or customer service availability.
    Thank you!

  • Anonymous commented  ·   ·  Report

    The agents login and logout time in monthly report

  • Anonymous commented  ·   ·  Report

    to be able to track the agent loggin activity

  • Anonymous commented  ·   ·  Report

    "This is a VERY important feature that is missing and should be added ASAP. Also the ability for Admins to logout users that leave their sessions active when leaving the office. I don't know how these were missed. :("

    Admins should be able to log people out this is very important

  • Anonymous commented  ·   ·  Report

    This would be great. If we miss a chat I want to be able to see which agent was online at the time so I can re-train this agent. If we have dip in chats I need to know whether this is due to a lack of agents being online of something else.

  • Anonymous commented  ·   ·  Report

    how can I see who is online and responding to chats

  • Jake commented  ·   ·  Report

    Overall there should be some kind of tracker built in for EVERY agent. That tracks login/logout times, chats responded to, tickets created/solved, etc.
    When it comes to the $1/hr agents, there is no way to track exact login/logout times to ensure fair payment and that they were online within their time frame if I am not online to watch it.

  • Kings commented  ·   ·  Report

    Most if not all the time, chat agents are paid by a measure of hours. There's no option to track the number of hours spent on the site/app.
    It would be a good option to enable payer make proper calculations.

  • Anonymous commented  ·   ·  Report

    I want to be able to see who was online when a chat was missed for better reporting and management

  • Anonymous commented  ·   ·  Report

    Record the day and time the agent logged in

  • Anonymous commented  ·   ·  Report

    This is a VERY important feature that is missing and should be added ASAP. Also the ability for Admins to logout users that leave their sessions active when leaving the office. I don't know how these were missed. :(

  • Anonymous commented  ·   ·  Report

    It would be so useful to be able to view agents activity statistics. Time/dates logged on. We are currently trialling Tawk.to on certain pages of our website and I am unable to measure the effectiveness due to lack of agent information. Please add this as a feature. Feedback would be much appreciated. I can see that this was mentioned as far back as 2015.

  • Anonymous commented  ·   ·  Report

    We would like to know when the last time agent(s) logged along with how often they are online. We need a report to track our agent(s) on how long they been on chat and the last login/logout. Thanks!

  • Chris Bull commented  ·   ·  Report

    A feature to allow Admin to see the time each agent has been online for. I think this could be a useful set of data to understand the period in which agents are actively manning the service. I understand that you can see when people are active or not but there are occasions where the time difference between countries is so great we are simply sleeping or not at work.

  • Anonymous commented  ·   ·  Report

    I agree. Supervisors will be able to see which agents were logged on a particular day and for what duration.

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