Analytics
Where to find it
Section titled “Where to find it”Dashboard at the top of the sidebar. Agents see it as My work. Admins, supervisors and viewers land here when they sign in. Agents land on the inbox.
Period and filters
Section titled “Period and filters”The controls at the top apply to every number on the page:
| Control | Options |
|---|---|
| Time period | Today, Last 7 days (the default), Last 30 days, Custom (pick a start and end date, up to 366 days) |
| Label | All labels, or one label. Only chats carrying it are counted. |
| WhatsApp number | All numbers, or one number. Shown only when the workspace has more than one number. It follows the number you picked in the top bar. |
| Refresh | Fetches the numbers again |
| Download CSV | The team table as a file (admins and supervisors) |
Days are counted in your workspace’s timezone, shown in the header next to the dates (for example 27 Sep – 3 Oct 2026 · Last 7 days · Asia/Kolkata). “Today” is today on that clock, not on the server’s.
Figures for a period show their change against the period of the same length just before it. The header names that period, for example vs 20–26 Sep 2026. For times, lower is better.
The headline numbers
Section titled “The headline numbers”| Number | What it measures |
|---|---|
| Median first response | From a customer’s message to the first reply by a person on your team. Flows, AI agents, broadcasts and messages sent through the API don’t count as replies. Counted for replies given in the period. |
| Average resolution | From when a chat was opened to when it was closed, averaged over chats closed in the period. |
| Unassigned chats | Open chats nobody owns, right now. Links to the inbox when there are any. |
| Unread chats | Open chats with a customer message nobody has read, right now. |
| Open tickets | Tickets that are open or in progress, right now. If any are assigned to you, the card says how many and links to Tickets. |
A first response is measured only once the customer has written. A template you send first is not a reply, so the clock starts with the customer’s message and stops at the first person who answers it. If the customer writes into a chat you had closed, the chat reopens and starts a fresh measurement.
Per day
Section titled “Per day”Three bar charts, one bar per day. The legend on each shows the period’s total and its change:
| Chart | Bars |
|---|---|
| Messages | Incoming (from customers) and Outgoing (sent by the team, bots and broadcasts) |
| Chats | New (conversations started) and Closed |
| Tickets | Raised and Closed |
Message counts leave out reactions, call events, and messages that failed or never left. Under the charts, Average ticket resolution is the time from a ticket being raised to it being closed, averaged over tickets closed in the period.
As of now
Section titled “As of now”These lists ignore the time period. They count what is true right now (the label and number filters still apply):
| Number | What it measures |
|---|---|
| Unassigned chats | Open chats nobody owns |
| Unread | Open chats with a customer message nobody has read |
| Active chats | All open chats |
| All chats | Every conversation, open or closed |
| Unresolved tickets | Open or in progress |
| In progress | Tickets someone has started on |
| Unassigned tickets | Unresolved, with no owner |
| Overdue | Unresolved and past their due date |
A ticket is counted under the label and number of the chat it belongs to.
The team table
Section titled “The team table”One row per teammate, busiest first:
| Column | What it measures |
|---|---|
| Active | Open chats assigned to them, right now |
| Sent | Messages they sent in the period |
| Initiated | Chats started in the period where the first message was theirs |
| Closed | Chats they closed in the period |
| Tickets closed | Tickets closed in the period that are assigned to them |
| First response | Their median first response, for chats where they gave the first reply in the period |
The bottom row, Workspace total, covers the whole workspace. It is not the sum of the rows above it: it includes open chats nobody owns, and its first response is the median across everyone.
Teammates with no activity in the period are hidden. Use Show N idle teammates to list them too. Someone who has since left the team keeps their past numbers.
Whose rows you see
Section titled “Whose rows you see”- Admins see admins, supervisors, agents and viewers. The Show filter narrows the table to Supervisors or Agents, or back to Everyone. Former teammates appear under Everyone.
- Supervisors and viewers see the agents’ rows.
The Workspace total is the same for everyone.
Download the team table
Section titled “Download the team table”Download CSV saves the team table for the same period, filters and
Show choice, with the total row. Idle teammates hidden on the page are
included in the file. The file is named after the dates,
for example team-analytics-2026-09-27-to-2026-10-03.csv. It contains
teammates’ names, work emails and roles, and never customer details. Each
download is recorded in the audit log.
My work (agents)
Section titled “My work (agents)”Agents get the same period and filters, but only their own numbers:
| Number | What it measures |
|---|---|
| Your median first response | From a customer’s message to your first reply |
| Messages you sent | In the period |
| Chats you closed | In the period |
| Tickets you closed | Assigned to you and closed in the period |
| Tickets assigned to you | Open or in progress, right now |
| Active chats | Open chats assigned to you, right now |
| Chats you started | Conversations you opened in the period |
| First responses | Customer messages you answered first, in the period |
My work has no download.
Not measured yet
Section titled “Not measured yet”A few places on the report read — or carry a soon badge: Flagged chats, Online now, and the Flagged replies and Uptime columns. They fill in once the features behind them are measured. A dash always means “not measured”, never zero.
Team members’ online status and shifts live on the Team page. See Team & availability.
Good to know
Section titled “Good to know”- Reopening changes the past. Times and closes belong to a chat’s current open-to-closed stretch. If a chat closed on Monday is reopened on Wednesday, it no longer counts as closed on Monday, so an earlier day’s numbers can go down after the fact.
- History starts when the report went live. Response and resolution times are measured from that day. Chats closed before then carry an approximate close time.