Zach

My feedback

  1. 980 votes
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    75 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

    Thank you for choosing tawk.to and for taking the time to write us your feedback and suggestions.

    Adding enhanced features for agent feedback is currently under review. Our engineers are looking into it and we will update you once this is implemented.

    Let me know 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!

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    Zach commented  · 

    There is a Shortcut type called Survey where you can build a short survey on your own.
    Your user can also rate the chat with a <Thumbs Up/Thumbs Down> for really easy experience feedback.

  2. 57 votes
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    under review  ·  5 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →
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    Zach commented  · 

    I would also like to see HTML / Reference links to clean up long shortcuts

    Rather than:
    /TD Pleas look at the training document located "https://www.somesite.com/refrecnces/userguides/helpwiththisthing.pdf&quot;

    I would prefer, and feel that is was cleaner with a bit of HTML
    /TD Please check out this <a href="https://www.somesite.com/refrecnces/userguides/helpwiththisthing.pdf"> Training Guide </a>

    Zach supported this idea  · 
  3. 1,412 votes
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    130 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!

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    Zach commented  · 

    I would like to distribute chats amongst agents more effectively.

    On certain sites we provide incentives for positive chat feedback, so it's important to us that all agents get a somewhat equal amount of chat opportunities. For those, Round Robin would work well.

    However, for other sites where we provide technical support, we want agents answering chats in a Tier structure. I want my 6 Tier I agents to answer login/easy questions and then Escalate the chat to the next Tier of agents to answer Technical questions, etc.

    Lastly, for our extremely zealous Agents, I would like to be able to remove them from these types of queues based on a maximum chat threshold (I know this has been requested previously) set at the AGENT Level. Because I know that Agent A can handle five simultaneous chats, but that Agent B can handle only three.

    Zach supported this idea  · 
  4. 503 votes
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    79 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    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.

    Let me know 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…

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    Zach commented  · 

    Agreed, a Login Audit of agent activity, including Login Date/Time, Login Device (Desktop/Mobile), and Date/Time of Status Changes (from Online, to Away, to Invisible, etc).

    Zach supported this idea  · 

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