Understanding Workspace Analytics Team Performance

The Team Performance section of your Workspace Analytics is where you get to track all metrics that are based from your team's behavior while interacting with your leads.

Accessing Team Performance:

  1. Go to your Workspace
  2. Click on the "Analytics" button and select "Team Performance"

Team Performance tables and graphs explained

Team Performance Summary - this table is a summary of all information gathered from your team's activities and interactions with lead on WhatsApp. Information includes:

  • Team member - point of contact from team
  • Team's average response time - average response time
  • Leads' average first response time - average elapsed time until lead's first reply
  • New leads - number of new leads contacted
  • Chat ratio - ratio of messages received from leads vs. messages sent by team

Team's Response Time - overview of team's response time

Leads' Response Time - overview of your leads' response time

New Leads Contacted - number of new leads reached out to by team

All Leads Contacted - number of all leads reached out to by team in given time frame

Messages Sent by Team - number of messages sent by team in given time frame

Messages Sent by Leads - number of messages received from leads in a given time frame

Coming soon:

Time to First Keyword - average elapsed time until keyword is first mentioned in a conversation with team.

Leads Contacted by Tags - number of leads contacted by assigned tags


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