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Amruth Kasula

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  1. 3 votes
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    0 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Hi Amruth,

    Thank you for choosing tawk.to and for sharing your suggestions.

    We currently don't have an option for tracking the number of hours your agent is online.

    However, you can view and filter reporting statistics for each agent, including chat volume, average chat duration, user satisfaction, first response time, and more.

    We offer the following functions for viewing your properties' activities:

    1. Statistics in the Dashboard — offers a quick snapshot of the traffic on your site and shows how your agents have been interacting with visitors.

    Live Visitors

    History

    Visitors

    Chats

    Page Views

    Reporting

    2. Reporting — download your monthly report

    Chat Analytics

    Chat Volume

    Missed Chats

    Average Chat Duration

    User Satisfaction

    First Response Time

    Tickets

    Volume New Ticket

    Solved Tickets

    Ticket Source

    Resolution Time

    Tickets Reopened

    First Respond

    Knowledge Base Stats

    Articles

    Searches

    Feedback

    3. Weekly Roundups — a snapshot report of the week's activities

    Visits

    Chats

    Amruth Kasula shared this idea  · 
  2. 69 votes
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    12 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →
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    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 .…

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    Amruth Kasula commented  · 

    Please add agent login time, no of hours not active on working hours, Feedback form to user

Feedback and Knowledge Base