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!
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!
Chris Bull commented
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.
This is a must
I agree. Supervisors will be able to see which agents were logged on a particular day and for what duration.
Please can we add the feature to check the history or a report of which agents where online on a specific date and at what time.
This seems like a critical feature - I'd love to see this added.
I'd like to see when my agents are online and when offline.
Chris Needham commented
Right now there's an awesome JS code to detect when an agent is online or offline which is very useful.
I'd like to be able to detect WHO is logged in. I'm assuming not many users however will have a similar set-up to me but here's what I have at the moment:
I have the API choose 1 of 4 online/offline images to display. Each one has one of our consultants' name and picture on, for example "Talk to Bill" then on the next visit / refresh it might have a picture of Ben and say "How can Ben help you?"
What would be nice is if we could detect who is actually logged in. So if Bill was on holiday for a week his image would not show up. Similarly, if only Ben is logged in on a particular day then only his image would show and thus somebody clicking "Talk to Ben" will actually get through to Ben and make the experience a bit more personal.
As I typed that I realised you would then need a fall back for offline. If you're showing "Ben is online" when he is, what about when he's offline? Right now my offline image says "Leave Ben a message" which I suppose would be fine no matter who picks up the message the next day.
You could even put "Ben is offline, was online 10 minutes ago" but then you have the problem of if it says "Ben was online 5 days ago" it won't look very active. I guess you could set "active agents" as those who have been online in the last 3 days. But that's another feature all together.
Right now I'd like, though it's not overly important, to be able to personalise the user experience by showing "Sebastian is online" and then they get through to the person they clicked. Could the API even detect which Agent they clicked? So in the back end it said "Name, Message, Agent" and that way the right agent could click it. Alternatively, somebody else could pick it up and say "My name is Jill, Sebastian is on his lunch"
Sorry for rambling, hope I got my idea across. Thanks.
I have an agent who is supposed to accept chats from my site 8 hours a day. Yet I noticed several times that the widget on the site was offline because the agent forgot to login on the chat, or simply refused to work.
I want to a report per day, to see exactly between what hours each agent was working (taking chats from the site) and during which hours they were not accepting chats from my site.
It would be great to have some statistics/logs about my agents' activity. Points of interest for me would be: Agent signed in/signed out/Changed his status to AFK (perhaps also an average daily online time), answered a chat...
The new reports are neat for analyzing data regarding overall traffic/resource planning, but I'd love to be able to break down statistics by agent(s) to get a more detailed look into improving our internal agent schedule, for example.
I would love to see a backlog when which agent has been online. I often notice missed chats and I would like to see which agent was online at the time.
Istiak Ferdous commented
No it's not your chat it's your login session after I saw that I understand it's harmful and you don't have any power to end a logged in session to tawk. You might revoke access or request to implement new system about agent management system that you can end an agent session to your site or pages that you gave access to.
Istiak Ferdous commented
You mean to say revoking agents access to a chat? Or their login session?
It would be a nice feature to see how many reports my agents have done.
that would be awesome to make an option to calculate the number of hours in logg
As we grow, we plan to add more and more international agents. We have to somehow keep track of their work to make sure we pay them accurately for their time and to make sure they are doing the job.
Maybe implement a system where we can download agents time stats by day/month/year?
One downside of paying an agent by time would be that they may try to prolong the conversation with the customer, essentially disappointing them just to get more time credited to them. Any other suggestions/ideas to this issue?
it would be amazing if you can add employee reporting function too as it would make keeping track on employees work easily
I would like to see a report of how many chats each of our agents have taken during a given period ( & on hourly basis). This would allow us to ensure that the workload is spread evenly across all of our agents.
It might also be useful to know the total chat duration for these chats, perhaps the average chat duration too.
online report of you and your colleagues by day and time
The browser/app feature that is available on the desktop/mobile apps : http://i.imgur.com/ZTnsC7U.png
Currently each user has access to their own 'session manager' to view active sessions, kill sessions, etc.
We would love to see a way for admins to view the 'session manager' for all users, such as a master session manager.