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Team report

The team report shows how chats moved between your teams and people: how many came in, who picked them, who passed them on, how many were resolved, how fast people wrote first, and how long chats waited in a queue. It also shows what is waiting right now.

Open the team report

  1. Open Analytics

    In the left sidebar, click Analytics.

  2. Click Open team report

    Under the period buttons you see a row called Team report. Click Open team report. The row shows when your account has teams.

  3. Pick the days

    Click Today, Last 7 days or Last 30 days. To choose your own days, click Pick dates and set From and To. You can pick up to 92 days, from the last 400 days.

Days are India days (IST): each day runs from midnight to midnight, India time. To count again, click Refresh.

Who sees what

A teammate also needs access to Analytics. The owner and admins give it on the Agents page. See Team members.

The numbers

The tiles at the top add up every team and person you can see. For a team lead they add up the teams they lead; their own row also counts chats from other teams. Times are clock time, day and night, not working hours, in short form like 40 sec, 12 min or 1 h 5 min.

Good to know

  • Every change is counted when it happens and kept, so deleting a chat does not change the counts. A first reply is read from the chat's messages: a chat deleted before the report worked out its first reply has none, and does not count as No reply either.
  • First reply and No reply count only what a person typed in the inbox on WhatsApp. Instagram and RCS chats, and chats answered from the phone's WhatsApp Business app, are left out of both. They count in all the other numbers.
  • Chats that closed by themselves after a quiet day (auto-resolve) are not counted as Resolved.
  • The report counts from the first change it recorded for your account. A note gives that day when you pick days before it: those days have no data, they are not days with nothing done.
  • A note above the numbers also says when a period had a very large number of changes, when some days or what is waiting now could not be read, or when some first replies are not worked out yet.
  • Teams: queues, team leads and how new chats are shared
  • Team working hours: a team's own hours and off-hours reply
  • Inbox numbers: how long customers wait for a first reply, and chats your bot finished alone