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Nico

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  1. 3 votes
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    0 comments  ·  Feedback » New features  ·  Admin →
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    Nico shared 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!

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    Nico commented  · 

    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.

    Nico supported this idea  · 

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