Eliran

My feedback

  1. 1,412 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    132 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    As per our development team, we are waiting to roll out a huge update to the architecture of the software in order for this feature to release. As you can appreciate, unfortunately, things don’t always go to plan, and other product launches need 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 other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

    An error occurred while saving the comment
    Eliran commented  · 

    Greetings Tawk.to team,

    this feature is extremely important for our company, it'd be great to receive an update in this regard.

    Eliran supported this idea  · 
  2. 69 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    11 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

    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

    Should…

    An error occurred while saving the comment
    Eliran commented  · 

    Excited to know that this feature is under review. Measuring the stats of our agents is very helpful.

    It'll also be great to see a report that shows their times online in the past X hours/days.

    Eliran supported this idea  · 
    An error occurred while saving the comment
    Eliran commented  · 

    Having the ability to track the agent's login times, activity, and having daily/weekly statistics of agents activity is extremely helpful to manage the company better and I definitely believe it's required.

  3. 1,486 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    85 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

    Thank you for choosing tawk.to and for taking the time to share your ideas here.

    At the moment, we don’t have a direct Chat transfer to another agent. Rest assured that this feature is currently planned and our engineers are working towards its completion. The software upgrade will be posted as soon as it is implemented.

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar — https://calendly.com/siennarubio/30min. I’d be happy to help!

    Eliran supported this idea  · 

Feedback and Knowledge Base