Stats for agents.
Tell who is the most active, who helps the most people, their rating.
Sound
shared this idea
To All Our Valued Users,
At the moment, you can monitor your agent’s performance by User Satisfaction, Average Chat Duration and First Response Time.
The Sentiment feature shows how many visitors have given feedback to the chat agent by clicking the thumbs up or thumbs down ratings in the chat widget.
Average chat duration tells you how many minutes on average each chat lasted.
First response time lets you know how long your customer had to wait before hearing back from an agent in the chat.
To check the agent’s statistics, you can do the following:
1. Select the Reporting section of the dashboard in the left sidebar
2. Select the option you want to track (User Satisfaction, Average Chat Duration or First Response Time)
3. Click the filter icon
4. Select the agent
5. Select the option to download the report as a CSV file.
Helpful link: https://help.tawk.to/article/understanding-reporting
Should you have any questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!
-
Amruth Kasula
commented
Please add agent login time, no of hours not active on working hours, Feedback form to user
-
Anonymous
commented
It would help us to know how each customer service representative is performing with Chats. The number of chats and the customer rating. That way we can give additional training if needed.
-
Eliran
commented
Excited to know that this feature is under review. Measuring the stats of our agents is very helpful.
It'll also be great to see a report that shows their times online in the past X hours/days.
-
Anonymous
commented
Agree, would be useful to track how long agents are online, then how productive they are (chats responded) as well as how many times they have whispered to other agents (as that is also helpful to colleagues).
-
Anonymous
commented
hi , i suggest a summary to view our agent rated ( like and unlike ) chart
-
M
commented
Agree. This is a function we had on previous solution and was great for the managers to follow up how the agents were actually online.
-
Stefano
commented
My idea is basically add more logging to the agents
To be able to control them more , to see who answers who ignores and more this way we can handle more who does actually works
-
shein
commented
please add a features where in the admin can have the total ratings of there agent base on there performance. thanks
-
Emil
commented
I totally support this feedback. Having the ability to track agent's login times, availability would be very useful for monitoring live chat performance.
-
Anonymous
commented
Have the ability to filter chats with the thumbs up or thumbs down rating
-
Eliran
commented
Having the ability to track the agent's login times, activity, and having daily/weekly statistics of agents activity is extremely helpful to manage the company better and I definitely believe it's required.
-
Anonymous
commented
Agents rankings list: which is based on number of thumbs up/down and display number of thumbs up and down for each agent