Alex
My feedback
3 results found
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69 votes
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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530 votes
Admintawk.to
(top bird!, tawk.to)
responded
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!
An error occurred while saving the comment Alex
supported this idea
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1,076 votes
To All Our Valued Users,, Thank you for choosing tawk.to and for sharing your suggestion here. .json is the current format used by tawk.to when exporting contacts and chat history. However, we are in the process of changing the export format and the new feature will be available soon. Alternatively, you can use this tool for file conversion: https://www.convertcsv.com/json-to-csv.htm Learn more about exporting contacts: https://help.tawk.to/article/exporting-contacts Learn about exporting your chat history: https://help.tawk.to/article/viewing-deleting-and-exporting-your-chat-history 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!
Alex
supported this idea
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An error occurred while saving the comment Alex
commented
This would be very useful!
The csv may contain all information already on the dashboard - name, time of chat, email, location, agent, no. of chats etc.
You can then much easily be able to analyse it once extracted.
We have multiple agents joining in on multiple sites, so knowing when, for how long and for which site they log in will be most helpful - simple site and time stamp.