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Snehal

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  1. 50 votes
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    3 comments  ·  Feedback  ·  Admin →
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    To All Our Valued Users,

    We thank you and appreciate your patience and continued support over the years.

    According to our development team, we are waiting to roll out a huge update to the architecture of the software in order for this feature to be released. As you can appreciate, unfortunately, things don’t always go according to plan, and other product launches have needed to be prioritized for the sake of progress.

    Rest assured, this has already been raised and the update is currently in progress. We will post updates once the feature has been approved and implemented.

    If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.

    You can also email our support line at support@tawk.to

    Alternatively, you can reach me here at nicola.mangulabnan@tawk.to

    Snehal supported this idea  · 
  2. 525 votes
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    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!

    Snehal supported this idea  · 
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    Snehal commented  · 

    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.

    Thanks

    An error occurred while saving the comment
    Snehal commented  · 

    There should be a way to monitor the number of ongoing chats of an agent in real time. Currently the monitoring tab shows us good information for all ongoing and active chats, but it fails to show me the total chats an agent is handling at a given point in time. This can be as simple as a number stamp next to agent name (just like we show the total chats for a website added on our account). screen sample - https://db.tt/xS7gNnMQ

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