Shai

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  1. 503 votes
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    79 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    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.

    Let me know if you have any other 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…

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    Shai commented  · 

    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?

    Shai supported this idea  · 
  2. 1,023 votes
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    102 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,,

    Thank you for choosing tawk.to and for sharing your request here.

    An automated status change to Away is currently under review.

    We assure you that this feature is under works and we will update you as soon as it is implemented.

    If you have any other 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!

    Shai supported this idea  · 
  3. 233 votes
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    53 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    Hi there dear tawker,

    We are currently planning on developing granular permissions that will solve this problem.

    Hope this will be solved in the near future.

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    Shai commented  · 

    We're a business based in the United States, but, if we for example want to expand our business, to Russia, we would NOT want our live chat agents in russia to be answering the chat for customers in the U.S. because the russian agents only speak russian. So here are a few sub-features of this main feature that I have in mind.

    1. Ability to select countries on a map to which an agent is restricted to answer chat requests from.
    2. Or, restrict agent to certain languages, in which case the customer will have to select a preferred language before initiating a chat.

    At the same time, we wouldn't want a customer in the U.S. choosing "russian" as preferred language during non-business hours in the U.S. just because he/she is desperate to talk to an agent. Otherwise that "desperate" person will get connected to someone in russia and they won't be able to help them. Rather somehow be able to make it clear that support in U.S. is currently offline, while support in russia is online since it's a different time zone.

    Shai supported this idea  · 
  4. 69 votes
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    11 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

    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…

    Shai supported this idea  · 

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