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Using the Operator Performance Report

Updated over 3 weeks ago

Summary

The Operator Performance report provides an overview of key metrics for team inbox operators. It replaces the existing "Top Users by Duration" and "Top Users by Chats" charts, consolidating all relevant data into a single, easy-to-read table. Users can sort, search, and filter operator data to analyze performance effectively.

Instructions

Key Metrics in the Operator Performance Report

The report consists of the following columns:

Operator Information

  • Operator: Displays the name and email of all users with the "Operator" role in Wati.

Ticket Metrics

  • Current Open Tickets: Shows the number of tickets assigned to the operator that are still open at the time of viewing.

  • Current Pending Tickets: Displays the number of tickets assigned to the operator that are in "Pending" status at the time of viewing.

  • Tickets Assigned: Indicates the total number of tickets assigned to an operator within the selected reporting timeframe.

  • Tickets Solved: The total number of tickets resolved by the operator within the selected reporting timeframe.

  • Tickets Expired: The total number of tickets that were not resolved and expired according to WhatsApp conversation rules (24 hours after the last incoming message).

  • Missed Chats: Tickets that expired without any response from the assigned operator.

Performance Metrics

  • Average First Response Time (FRT): The average time taken by an operator to send their first response after being assigned a ticket.

  • Average Resolution Time (ART): The average time taken to resolve a ticket, excluding time spent in "Pending" status.

  • Operator Availability: The total duration an operator was online on Wati (both web and mobile app) within the selected timeframe.

Eligibility

  • All dashboard viewers can access the Operator Performance report.

  • Pro and Business Plan users have access to additional columns: "Tickets Assigned," "Tickets Expired," and "Operator Availability."

Additional Features

Data Export

Users can download the report in CSV format, which includes:

  • Data as visible in the UI, filtered by the selected reporting timeframe.

  • The reporting timeframe, export date, and user timezone.

Refresh Data

  • Since open and pending ticket data is near real-time, users can manually refresh the data every 5 minutes.

  • The table displays the last refresh timestamp.

Search Operators

  • Users can filter the report to view data for specific operators using a search filter dropdown.

Sort Table Data

  • By default, the table is sorted by Current Open Tickets in descending order.

  • Users can sort by any column to customize their view.

This report provides valuable insights into operator efficiency and helps teams optimize their customer support operations.

Frequently Asked Questions (FAQs)

General Questions

1. What is the Operator Performance report?

→ The Operator Performance report provides an overview of key metrics for team inbox operators. It consolidates data into a single table, replacing the "Top Users by Duration" and "Top Users by Chats" charts.

2. Who can access the Operator Performance report?

→ All dashboard viewers can access the report. However, Pro and Business Plan users have access to additional columns such as "Tickets Assigned," "Tickets Expired," and "Operator Availability."

Ticket Metrics

3. What does 'Current Open Tickets' mean?

→ This column displays the number of tickets assigned to an operator that are still open at the time of viewing.

4. What is the difference between 'Current Pending Tickets' and 'Current Open Tickets'?

→ "Current Open Tickets" are actively assigned to an operator, while "Current Pending Tickets" are tickets that have been marked as pending, often waiting for a response from the customer.

5. How is the 'Tickets Expired' metric calculated?

→ "Tickets Expired" counts tickets that were not resolved within WhatsApp's 24-hour conversation window and therefore expired.

6. What are 'Missed Chats'?

→ Missed Chats are tickets assigned to an operator that expired without any response from the operator.

Performance Metrics

7. How is 'Average First Response Time (FRT)' calculated?

→ FRT measures the average time an operator takes to send their first response after being assigned a ticket.

8. What is 'Average Resolution Time (ART)' and how is it different from FRT?

→ ART represents the average time taken to resolve a ticket, excluding any time the ticket spent in "Pending" status. FRT only measures the time to send the first response.

9. What does 'Operator Availability' mean?

→ It represents the total time an operator was online on Wati, including both web and mobile sessions, within the selected reporting timeframe.

Additional Features

10. Can I export the Operator Performance report?

→ Yes, users can download the report in CSV format. The exported data includes the reporting timeframe, export date, and user timezone.

11. How often is the data updated?

→ Open and pending ticket data is near real-time. Users can manually refresh the report every 5 minutes.

12. Can I filter the report to view specific operators?

→ Yes, the report includes a search filter that allows users to view data for specific operators.

Related Articles
How to Search and Filter Chats
Using Chatbot Timer in Wati
Automatic Chat Assignment (Round Robin)
How to Schedule and Use the Team Inbox Report
Using the Overview Section in Team Inbox Analytics
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