Have the ability to report on successful agent initiated chats vs visitor initiated chats
Our agents use the monitoring page to "initiate" or "reach out" to the visitors on our website to start a conversation with them.
At this point in time we can report on the unsuccessful initiated chats based on their being 0 response from the member. However there is no way for us to track or monitor what initiated chats where sucesfull in starting a conversation with a visitor.
Would like to request a more advanced reporting system whereby we can seperate the successful initiated chats to the client initiated chats.
Admintawk.to
(top bird!, tawk.to)
responded
Hi Heather,
Thank you for choosing tawk.to and for reaching out.
At this stage, we do not have a feature allowing us to identify agent reponses that get the most engagement.
However, you can search chats by keyword and topic using the filtering features. You can also view the top search terms visitors use in your Knowledge Base.
To learn more about the features available in our reporting panel, visit this link: https://help.tawk.to/article/understanding-reporting
Your request has been acknowledged and updates will be posted 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 at support@tawk.to. Our live agents are always available to assist you.
If you want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!