Understanding reporting

Understanding Reporting will help you better meet the needs of your visitors. You’ll know how often customers use the Widget, how quickly agents respond to customers, and even where your Knowledge Base needs updating. 

View your reporting

If you have multiple properties, check to make sure you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.

To view your reporting, log in to your tawk.to account and head over to the left side of your Dashboard. Click on the tab that says Reporting to view.

You will see a list of statistics for your Property sorted by Live Chat, your Tickets, and your Knowledge Base.

Live chat statistics

Chat volume shows how many chats took place on your Property over the selected period of time.

Missed chats tells you how many chats were missed on your Property over the selected period of time. The closer this number is to zero, the better!

Offline messages shows how many messages came in when your widget was offline. If you have 24-hour support, this number will be close to zero, since an agent will always be online to respond.

Average chat duration tells you how many minutes on average each chat lasted.

User satisfaction shows how many customers left positive feedback, negative feedback or neutral feedback about a chat.

First response time lets you know how long your customer had to wait before hearing back from an agent in the chat.

Tickets statistics

New ticket volume lets you know how many tickets were submitted over the selected period of time.

Solved tickets shows you how many tickets were solved by Property members over the selected period of time.

Ticket source shows where your tickets came from. Sources for tickets include chats, agent submissions, or email messages.

Resolution tells you how quickly tickets were resolved.

Ticket reopened shows how many tickets were reopened after their resolution.

First response time for tickets lets you know how long your customer had to wait before hearing back from a Property member.

Knowledge Base

Articles shows you which articles your customers found to be the most helpful. You will only see reports for this if you use your Knowledge Base.

Searches shows you what information your customers looked for most often. View the top words customers typed in the search bar, the number of results per search, and how many articles were clicked.

Feedback lets you know which articles your customers found helpful in the Knowledge Base. A score over 50% indicates an article is helpful to customers. Consider updating any articles with a score below 50%.

Filter your reporting

You can control which data you see and how it is presented in your reporting. Filter the statistics you see by agent or tag. Then use the buttons at the top of each reporting page to download your report.

To view the highs and lows for each day, click the button with the chart icon.

To filter your reports by agent or by tag, click on the second button with the funnel icon. From the pull-down list, you can choose the agent or tag you want to filter by.

To change the date range, click on the drop-down menu with the calendar month, and select which days you want to see included in your report.

To change your view from a daily report to an hourly report, click the tab that says Day and select Hour from the pull-down list.

To download your report, click on the Download button at the top right of your reporting page.

Reporting can help you understand your customer’s expectations when they visit your site. You’ll understand their needs and be able to serve them better.

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