Summary
The Operator Performance report helps you measure and compare the performance of operators in your team inbox. It brings key ticket and performance metrics into a single table, making it easier to track workloads, response times, resolution efficiency, and operator availability. You can search, sort, filter, refresh, and export the report to analyze support operations more effectively.
Instructions
The Operator Performance report replaces the previous Top Users by Duration and Top Users by Chats charts by consolidating all relevant operator metrics into one view.
Metrics available in the report
The report contains the following information for each operator.
1. Operator information
Operator: Displays the name and email address of users with the Operator role in Wati.
2. Ticket metrics
Current Open Tickets: Shows the number of tickets currently assigned to an operator that remain open at the time the report is viewed.
Current Pending Tickets: Shows the number of tickets currently assigned to an operator that are in Pending status at the time the report is viewed.
Tickets Assigned: Shows the total number of tickets assigned to an operator during the selected reporting period.
Tickets Solved: Shows the total number of tickets resolved by an operator during the selected reporting period.
Tickets Expired: Shows the total number of tickets that expired without being resolved according to WhatsApp conversation rules. A ticket expires 24 hours after the last incoming customer message.
Missed Chats: Shows the number of tickets that expired without receiving any response from the assigned operator.
3. Performance metrics
Average First Response Time (FRT): Shows the average time taken by an operator to send their first response after a ticket is assigned.
Average Resolution Time (ART): Shows the average time taken to resolve a ticket. Time spent in Pending status is excluded from this calculation.
Operator Availability: Shows the total amount of time an operator was online in Wati, including both the web platform and mobile app, during the selected reporting period.
Who can access the report?
All users with access to view dashboards (e.g. Dashboard Viewed role) can access the Operator Performance report.
Additional metrics for Pro and Business plans
Users on the Pro and Business Wati plans can also view the following metrics:
Tickets Assigned
Tickets Expired
Operator Availability
Export report data
You can export the Operator Performance report as a CSV file.
The exported file includes:
Data currently displayed in the report based on the selected reporting period
Reporting period details
Export date
User timezone
Refresh report data
Open and pending ticket counts are updated using near real-time data. To ensure you are viewing the latest information:
You can manually refresh the report every 5 minutes.
The report displays the timestamp of the most recent refresh.
Search for specific operators
Use the operator search filter to view data for specific operators. This helps you focus on individual performance without reviewing the entire report.
Sort report data
By default, the report is sorted by Current Open Tickets in descending order. You can sort any column in the table to customize how the data is displayed and analyzed.
Why use the Operator Performance report?
The Operator Performance report helps you:
Monitor operator workloads
Track response and resolution times
Identify missed chats and expired tickets
Measure operator availability
Analyze team performance using a single consolidated view
Make informed decisions to improve support operations
Frequently Asked Questions (FAQs)
Operator Performance report
1. What is the Operator Performance report?
The Operator Performance report helps measure and compare the performance of operators in a team inbox. It consolidates key ticket and performance metrics into a single table, making it easier to analyze workloads, response times, resolution efficiency, and operator availability. The report replaces the Top Users by Duration and Top Users by Chats charts.
2. Who can access the Operator Performance report?
All users with permission to view dashboards, such as users with the Dashboard Viewer role, can access the Operator Performance report.
3. What metrics are available in the Operator Performance report?
The report includes operator information and key performance metrics such as:
Current Open Tickets
Current Pending Tickets
Tickets Assigned
Tickets Solved
Tickets Expired
Missed Chats
Average First Response Time (FRT)
Average Resolution Time (ART)
Operator Availability
4. What is a Missed Chat?
A Missed Chat is a ticket that expired without receiving any response from the assigned operator.
5. What are Average First Response Time (FRT) and Average Resolution Time (ART)?
Average First Response Time (FRT) is the average time taken by an operator to send their first response after a ticket is assigned. Average Resolution Time (ART) is the average time taken to resolve a ticket, excluding any time spent in Pending status.
Plan availability
6. Which Operator Performance report metrics are available only for Pro and Business plans?
Users on the Pro and Business plans can view the following additional metrics in the Operator Performance report:
Tickets Assigned
Tickets Expired
Operator Availability
Exporting and managing report data
7. What information is included when exporting the Operator Performance report?
The CSV export includes the data currently displayed in the report, the selected reporting period, the export date, and the user's timezone.
8. How often can the Operator Performance report be refreshed?
The report can be manually refreshed every 5 minutes. The report also displays the timestamp of the most recent refresh.
9. Can I search and sort data in the Operator Performance report?
Yes. You can use the operator search filter to view data for specific operators. By default, the report is sorted by Current Open Tickets in descending order, and you can sort any column to customize the view.