I don’t find the reporting page very useful in its current form. It only shows the total number of chats received, without providing meaningful details. Important insights are missing, such as taggings, which team members handle the most chats, common keywords in conversations, and chat driver data. Even when filtering by tags, the output isn’t very helpful since it only reflects the number of chats you personally tagged. Without these deeper insights, the page doesn’t add much value at this stage.
Hi @juancho.dael ,
Thanks for sharing your feedback with us. Currently, that’s how the reporting section works. At the moment, there isn’t an option to compare agent stats side by side — you can only filter the reports per agent.
Could you let me know the specific features you’d like to see added? I’ll be happy to forward your suggestions to our team so they can review the possibility of including them in future updates.
i’m with the original poster, the reporting tool is pretty useless in its current form. Filtering dropdown needs to show all available tags/agents. It also needs to show the reports of chats/tickets of all agents by tag. As a customer service team manager, we are unable to provide helpful information to our company about what is going on in the chats themselves. The original poster already mentioned features that they would like implemented, but you replied with “Could you let me know the specific features you’d like to see added?”. This makes it seem like there’s no actual interest from tawk.to to implement these things. We’re a current customer but are considering switching away to a different platform because the reporting is so weak.
Hi @d8superstore,
Apologies if it came across that way — that wasn’t our intention. I just wanted to clarify the specific features you’d like to have so I can accurately pass them on to our team for review. This helps us check the feasibility and see if we can include them in future updates.
Your feedback about the reporting tool and its limitations is greatly appreciated, and I’ll make sure it’s shared with the right team.