Understanding reporting
The instructions below are for desktops and laptops only.
The statistics in the Reporting panel of your tawk.to Dashboard is a treasure trove of information that can help you improve your customer experience.
By diving into these reports, you'll gain a clear picture of customer engagement, agents’ responsiveness, the effectiveness of your knowledge base, and more.
In this guide, we’ll show you how to access your reports and walk you through the details of each report.
Follow these steps to view your reports:
1. Log in to your tawk.to account.
2. On your dashboard, select the property for which you want to view reports. Hover over the property name to ensure you’ve selected the correct one.
3. Click Reporting on the top menu to view your statistics.
Tabular view
By default, the report is shown as a graph. You can change it to a tabular view by clicking the table icon.
The report will appear in a table, like this:
Click the graph icon to return to the graph view.
Date selection
You can select a specific timeframe for the report by clicking the date selection icon.
Daily/weekly data
By default, the report shows daily data from the selected date range. You can change this to weekly by selecting Week from the following dropdown:
Download report
You can download the report by clicking the download icon.
The report will be downloaded to your device as a CSV file, like this:
"Dates","Bot","Task","Smart Reply"
"1/Dec/2024","23820","1","37"
"2/Dec/2024","23468","2","70"
"3/Dec/2024","25258","0","32"
"4/Dec/2024","24331","0","58"
"5/Dec/2024","24478","0","60"
"6/Dec/2024","22383","0","28"
"7/Dec/2024","22198","0","27"
Now, let’s look at the individual reports.
Chat Volume shows how many chats took place on your property over the selected period of time.
Missed Chats shows 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 messages that 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 each chat lasted on average.
User Satisfaction shows how many customers left positive, negative, or neutral feedback about a chat.
First Response Time shows how long customers had to wait before hearing back from an agent in the chat.
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 Time tells you how quickly tickets were resolved.
Ticket Reopened shows how many tickets were reopened after their resolution.
First Response Time lets you know how long your customer had to wait before hearing back from a team member.
Articles shows the most-viewed articles in the selected timeframe.
Searches shows what your readers searched for. 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 readers found helpful. A score over 50% indicates an article is helpful to customers. Consider updating any articles with a score below 50%.
You can use the checkboxes at the top to filter the report further:
You can use the Lead Capture Form with shortcuts and triggers in live chats. When customers enter their details and submit the form, those valuable leads will appear on the Lead Capture Records page.
To learn more about the Lead Capture Form, see this guide: Capturing leads via the tawk.to Lead Capture Form
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