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Pending, new and closed, wait time, conversation duration and volume per channel. All filterable by team and period.
Knowing where the operation gets stuck
With the numbers in hand you adjust staffing, prioritize the queue and follow up on what needs following up.
Pending and closed
New, closed and what was left pending before and after the period.
Service capacity
New versus closed, daily average and a performance index.
Wait time
How long the customer waits until someone replies.
Conversation duration
The trend in how long each conversation takes to close.
Conversations per channel
The split between WhatsApp, Instagram and Messenger.
Most-used tags
A ranking of what comes up most in the team's conversations.
What the platform actually measures
This isn't a generic dashboard: every number comes from your team's real conversations, with tabs for the overview, per user and per outcome.
- Filters by team and by period on every metric
- Daily conversation volume and peak hour
- Overview, per-user and per-outcome tabs
- Conversation usage per account and per WhatsApp number
Daily conversation volume
From the chosen period to the number that decides
Reports always start from two filters — period and team — and from there you read the metrics and take the data elsewhere.
- 1
Choose the period
Set the date range you want to analyze, from a single day to a whole quarter.
- 2
Filter by team
Compare Sales, Billing, Support or look at the whole operation at once.
- 3
Read the metrics
Pending, new and closed, wait time, duration, channel, tags and peak hour.
- 4
Export the data
Take the numbers to your spreadsheet or to the report the board already uses.
What the platform actually measures
This isn't a generic dashboard: every number comes from your team's real conversations, with tabs for the overview, per user and per outcome.
- Pending before the period, new, closed and pending after
- Service capacity with a daily average and a performance index
- Wait time to first reply and total conversation duration
- Conversations per channel, tag ranking, daily volume and peak hour
Service capacity
- Wait time 10 min 41 s
- Conversation duration 68 min 24 s
- Daily average 14 conversations
About reports
Yes. Besides the overview, the reports have per-user and per-outcome tabs, so you see how much each person handled and how those conversations ended.
Yes. The reports and the conversation usage both have export, so you can take the data to the spreadsheet or the BI tool your company already uses.
It's the ratio between new and closed conversations in the period. Close to 1 means the team is closing almost everything that comes in; below that, the queue is growing.
Yes. Under Settings › Conversation usage you track consumption per account and per number, split across Meta's four categories: marketing, utility, authentication and service.
Track your metrics
Filter by team and period and see how your service really behaves.
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