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Agent Login Tracking

It would be nice to see agent login activity. So we can see when agents are logged in and active. The current reporting feature just shows chat volume. If there are no chats, we still want to be able to track what users were logged in. Thanks!

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Anonymous shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

63 comments

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  • Anonymous commented  ·   ·  Flag as inappropriate

    Yes, This is needed. We received a chat after hours, and from all accounts no one should be logged in. We can't audit who was logged in to fix this in the future.

  • Entertainment Plus & USA Transfers commented  ·   ·  Flag as inappropriate

    We'd love to have a very important tool to make sure agents are logged in during shifts.
    Hard to see if numbers went down for a lack of traffic, or customer service availability.
    Thank you!

  • Anonymous commented  ·   ·  Flag as inappropriate

    "This is a VERY important feature that is missing and should be added ASAP. Also the ability for Admins to logout users that leave their sessions active when leaving the office. I don't know how these were missed. :("

    Admins should be able to log people out this is very important

  • Anonymous commented  ·   ·  Flag as inappropriate

    This would be great. If we miss a chat I want to be able to see which agent was online at the time so I can re-train this agent. If we have dip in chats I need to know whether this is due to a lack of agents being online of something else.

  • Jake commented  ·   ·  Flag as inappropriate

    Overall there should be some kind of tracker built in for EVERY agent. That tracks login/logout times, chats responded to, tickets created/solved, etc.
    When it comes to the $1/hr agents, there is no way to track exact login/logout times to ensure fair payment and that they were online within their time frame if I am not online to watch it.

  • Kings commented  ·   ·  Flag as inappropriate

    Most if not all the time, chat agents are paid by a measure of hours. There's no option to track the number of hours spent on the site/app.
    It would be a good option to enable payer make proper calculations.

  • Anonymous commented  ·   ·  Flag as inappropriate

    I want to be able to see who was online when a chat was missed for better reporting and management

  • Anonymous commented  ·   ·  Flag as inappropriate

    This is a VERY important feature that is missing and should be added ASAP. Also the ability for Admins to logout users that leave their sessions active when leaving the office. I don't know how these were missed. :(

  • Anonymous commented  ·   ·  Flag as inappropriate

    It would be so useful to be able to view agents activity statistics. Time/dates logged on. We are currently trialling Tawk.to on certain pages of our website and I am unable to measure the effectiveness due to lack of agent information. Please add this as a feature. Feedback would be much appreciated. I can see that this was mentioned as far back as 2015.

  • Anonymous commented  ·   ·  Flag as inappropriate

    We would like to know when the last time agent(s) logged along with how often they are online. We need a report to track our agent(s) on how long they been on chat and the last login/logout. Thanks!

  • Chris Bull commented  ·   ·  Flag as inappropriate

    A feature to allow Admin to see the time each agent has been online for. I think this could be a useful set of data to understand the period in which agents are actively manning the service. I understand that you can see when people are active or not but there are occasions where the time difference between countries is so great we are simply sleeping or not at work.

  • Anonymous commented  ·   ·  Flag as inappropriate

    I agree. Supervisors will be able to see which agents were logged on a particular day and for what duration.

  • Anonymous commented  ·   ·  Flag as inappropriate

    Please can we add the feature to check the history or a report of which agents where online on a specific date and at what time.

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