Summary
Sales Analytics in Wati gives you a clear view of your team’s sales performance. It helps you track essential metrics like agent conversion rates, deals won or lost, and the progress of your sales pipeline - all in one place.
Sales Analytics feature is available for Pro and Business plan customers only.
Instructions
How to access Sales Analytics
From the main menu, select Analytics.
Click Sales from the list of analytics options.
You’ll now see detailed insights into your team’s sales data.
How Sales Analytics works
The data in Sales Analytics comes from two key sales attributes: Contact Owner and Lead Stage.
Contact Owner refers to the operator or agent responsible for a contact.
Lead Stage represents the stage of the contact in your sales process (for example, New Lead, Contacted, or Deal Won).
Example:
If a contact is assigned to Alex Baldwin as the Contact Owner, and the Lead Stage is New Lead, Sales Analytics will display this contact under Alex Baldwin in the New Lead stage.
In short, all calculations and insights in Sales Analytics depend on how these two attributes are defined for each contact.
Analytics overview
Total deals won and lost
This section shows:
The total number of leads marked as Won or Lost during a selected date range.
A breakdown by operator to see how many deals each person has successfully won or lost.
Lead categorization:
Won: When the Lead Stage is updated to Won.
Lost: When the Lead Stage is updated to Lost.
This gives you a quick summary of your team’s overall performance and deal outcomes.
Sales pipeline
The Sales Pipeline chart visualizes how leads move through different stages, such as:
New Lead
Contacted
Qualified
Proposal Sent
Deal Won
Deal Lost
You can filter this chart by operator or date range (for example, the last 7 days) to view recent activity and identify where leads are progressing or getting stuck.
Operator performance
This section highlights detailed metrics for each operator, helping you understand both responsiveness and conversion efficiency.
Key metrics include:
Avg. first response time: The average time an operator takes to send the first reply after a conversation is assigned.
Avg. response time: The average duration taken to respond to all customer messages (not just the first one).
Lead conversion rate: The percentage of leads assigned to an operator that are converted into won deals.
Deal won: The total number of leads marked as Deal Won.
Deal lost: The total number of leads marked as Deal Lost.
These insights help identify top performers and areas where additional support or training may be needed.
Additional features
You can also download detailed reports for:
Operator performance
Sales pipeline
These downloadable reports make it easier to review performance trends or share results with your team.
By regularly reviewing Sales Analytics, you can monitor progress, recognize success, and make informed decisions to strengthen your sales strategy.
Frequently Asked Questions (FAQs)
Access and Availability
1. Who can use Sales Analytics in Wati?
Sales Analytics is available for customers on the Pro and Business plans only.
2. How do I access Sales Analytics?
From the main menu, go to Analytics and select Sales to view your team’s sales insights.
Understanding Sales Data
3. Where does the data in Sales Analytics come from?
It’s based on two attributes - Contact Owner (the operator managing a contact) and Lead Stage (the contact’s position in the sales process).
4. What does “Lead Stage” mean?
Lead Stage represents the current step of a contact in your sales journey, such as New Lead, Contacted, or Deal Won.
5. How are deals marked as won or lost?
Deals are automatically categorized as:
Won when the Lead Stage is updated to Won
Lost when the Lead Stage is updated to Lost
Analytics and Reports
6. What insights can I get from the “Total deals won and lost” section?
It shows how many leads were marked as Won or Lost in a specific time frame, with a breakdown by operator.
7. What is shown in the Sales Pipeline chart?
The chart visualizes how leads move through stages like New Lead, Contacted, Qualified, and Deal Won, helping you spot progress or bottlenecks.
8. Can I filter the data in Sales Analytics?
Yes. You can filter data by operator or date range (for example, the last 7 days) to focus on specific performance periods.
9. Can I download reports from Sales Analytics?
Yes. You can download detailed reports for Operator Performance and Sales Pipeline to review or share with your team.