Monitoring Chat agents closely

Community Discussion Feature Requests
1

we are facing an issue, that we are unable to monitor the agent activity very closely. Login time - exit time to understand their performance closely.
we incentivize agents based on their performance on customer service.

2

Hi there, Seylan.

Thank you for bringing up your concern regarding closely monitoring agent activity on tawk.to. We understand that having visibility into their login and exit times would provide valuable insights for assessing their performance.

While tawk.to doesn’t currently offer a built-in feature specifically for tracking login and exit times, there are alternative ways to measure agent performance and incentivize their customer service efforts. Here are a few suggestions:

  1. Performance Metrics: Consider focusing on key performance indicators (KPIs) such as response time, customer satisfaction ratings, resolution rates, and average handling time. These metrics can give you a comprehensive view of an agent’s effectiveness in providing exceptional customer service.
  2. Quality Assurance: Implement a quality assurance program where supervisors or team leads periodically review chat transcripts or listen to recorded calls to assess the agents’ communication skills, adherence to company policies, and overall customer service quality.
  3. Feedback and Coaching: Encourage regular feedback sessions between supervisors and agents. Provide constructive feedback, highlight areas of improvement, and offer coaching to enhance their customer service skills.
  4. Recognition and Rewards: Create an incentive program that rewards agents based on their performance metrics and customer service excellence. This can include bonuses, recognition in team meetings, or other forms of acknowledgement to motivate and inspire them.

While real-time monitoring of login and exit times may not be available, implementing these alternative strategies can help you evaluate agent performance and drive customer service excellence within your team.

If you have any further questions or need assistance with any other aspects of tawk.to, please don’t hesitate to reach out. We’re here to support you and your community forum.

3

Hello, @karla

I was try what you mention in your reply but not work. any another way to monitor the agent activity and work time.

Best regard,
Aock1

4

Hi Seylan,

Thank you for reaching out again. I apologize if the previous suggestions didn’t meet your requirements. To monitor agent activity and work time more effectively, I recommend utilizing the filtering and hourly view features in the Reporting section of tawk.to.

Here’s how you can do it:

  1. Filtering: In the Reporting section, you can apply filters to view specific data based on different parameters such as date range, agent name, or department. By selecting the desired filters, you can narrow down the data to focus on individual agent activity.
  2. Hourly View: The hourly view in Reporting allows you to see the volume of chats or tickets answered by each agent throughout the day. This way, you can track their activity patterns and identify peak periods of productivity or areas where improvement may be needed.

Additionally, setting up a group chat can provide real-time visibility of each agent’s online status. This can help you gauge their availability and monitor their presence during working hours.

For detailed instructions on how to use filtering and the hourly view in Reporting, you can refer to this helpful article in the tawk.to Help Center: Understanding Reporting.

If you have any further questions or need additional assistance, please feel free to ask. I’m here to help!