How to Get Advanced Metrics Directly on WhatsApp [New Callbell Statistics]

Thanks to the increasingly widespread use of WhatsApp within corporate environments by sales and support teams, measuring and monitoring customer communication has become essential and necessary for making the right decisions.

At Callbell, we have a dashboard with specialized metrics, capable of helping your business make real-time, data-driven decisions, designed for WhatsApp and users' favorite communication channels, such as Instagram, Facebook, and Telegram.

1. Performance by agent and team

   • Average and percentiles (p95, p99) of chat handling time: to show how long agents spend closing conversations and, in extreme cases, how they impact the daily average.

   • Ideal for identifying the most efficient agents and where to focus training.

2. Online time per agent

   Shows the total time per agent and the periods in which they were "unavailable" during a given period. Ideal for evaluating the actual work done by each member of your team.

3. Closed chats per individual agent

   Counts how many conversations each agent manages to close in a given period of time (daily, weekly, and monthly). This is an excellent tool for understanding activity, using it as a signal of support end-of-service.

4. Queued Chats and Unanswered Messages

   Real-time open chats: View the workload of each agent, redistributing it when and if it becomes overloaded.

   Unanswered Messages: Shows you a real-time list of pending chats and the waiting time. This tool is ideal for detecting and correcting potential delays.

5. Automatic Routing and Conversation Sources

   If you typically use bots or automated inbound flows, Callbell can record data on:

   • How chats are distributed, filtering options and keywords.

   • The average time (and p95/p99 percentiles) required to forward the chat to the bot after human intervention.

   This data allows you to better understand the reasons why customers contact you, thus optimizing inbound flows.

6. Key Performance Metrics (new starting May 2025)

   These innovative features enable highly personalized monitoring for individual agents and teams:

   • First Response Time: the time between the customer writing and receiving the human response (assuming the bot has completed the flow).

   • Response Time: the average response time during the conversation (before and after).

   • Closing Time: the average duration of a chat from opening to closing. This tool provides us with information on how effective or ineffective the final resolution was.

   These KPIs help us monitor the quality of service provided, the consistency of response times, and, above all, the efficiency of our teams.

How do I use advanced metrics for WhatsApp?

Here, we want to show you a table to understand how to use these metrics and what benefits you will get.

1. Define your KPIs: here's an example: First Response < 9 min, Closing Time < 1 h
2. Review data for each agent and team on a weekly basis to identify bottlenecks or issues that could impact the team's work.
3. Use percentiles (p95/p99) to better understand extreme cases, while always staying within the average.
4. Adapt automated workflows with routing data to improve input.
5. Train your agents to use disaggregated metrics to increase individual performance.

Conclusion

Using advanced WhatsApp metrics with Callbell can offer you truly valuable benefits, from response times to actual agent load and bot performance. With this data, you can:

• Improve the quality of customer service

• Increase your team's efficiency

• Identify opportunities for process improvement

If you would like, we can help you configure reports or define your KPIs based on your goals. We are always ready to improve the customer service offered on WhatsApp Business