Summary
Wati gives you a clear overview of your WhatsApp call activity so you can easily monitor performance and understand how your team is handling calls. You can see:
Overall call volume (inbound and outbound)
Agent performance across your team
Key metrics like average call duration and missed calls
These insights help you track performance, identify areas to improve, and strengthen customer engagement.
Before you start
Before you begin, please make sure that WhatsApp Business Calling is enabled in your account.
Instructions
In this section, you’ll learn how to view and analyze your WhatsApp Calling Analytics in Wati.
Step 1. Navigate to WhatsApp Call Analytics
Log in to your Wati account.
Click the Analytics tab in the top menu.
If you don’t see it, click More → Analytics.
In the left navigation bar, select WhatsApp Call Analytics. You’ll now see your call analytics dashboard.
Step 2. View overall call metrics (understanding call analytics)
Use the Period dropdown to select the time range you want to view.
You can also set a custom date range with the From and To filters.
If have enabled and are using multiple WhatsApp calling numbers, use the dropdown to choose the specific business number you want to analyze.
The Overview section shows these key metrics:
Total call volume – The total number of outbound attempted calls, inbound calls, and missed calls.
Outbound connected – Number of outbound calls that were answered and connected.
Outbound attempted – Number of all outbound calls you tried to make(attempted), whether answered or not.
Inbound calls – Number of inbound calls received and answered by your team.
Missed calls – Number of inbound calls that weren’t answered.
Average call duration – The average length of all answered inbound and outbound calls.
Tip: Reviewing these metrics regularly helps you identify trends and improve your team’s responsiveness.
Step 3. Review agent performance
The Agent performance section shows the same metrics but broken down by individual agent. You can:
Use the Agent filter to select one or more team members.
Compare performance between agents.
Spot areas where additional training or support may be helpful.
This makes it easier to evaluate each agent’s call activity and performance.
Step 4. Download or schedule reports
To keep a record or share performance data with your team:
Click the three dots (⋮) icon on the top right and select Download CSV to get a snapshot of your metrics.
To schedule recurring reports:
Click Report scheduled.
Add the email address where you’d like to receive the report.
Choose the timezone and day of the week for delivery.
Reports are sent automatically every week.
Don’t worry if you don’t receive the report immediately - it will arrive on your selected schedule.
Frequently Asked Questions (FAQs)
General questions
1. What is WhatsApp Call Analytics in Wati?
WhatsApp Call Analytics in Wati provides a detailed overview of your WhatsApp call activity. It helps you monitor call performance, analyze agent activity, and track important metrics such as total call volume, average call duration, and missed calls.
2. Why is WhatsApp Business Calling required before accessing call analytics?
You need to have WhatsApp Business Calling enabled to ensure that your account can log and track call data. Without it, Wati cannot display or analyze your WhatsApp call activity.
3. Where can I find WhatsApp Call Analytics in Wati?
After logging in to your Wati account, click the Analytics tab in the top menu. If you don’t see it, go to More → Analytics, and then select WhatsApp Call Analytics from the left navigation bar.
Viewing and understanding call metrics
4. What key metrics are available in WhatsApp Call Analytics?
The dashboard shows several important metrics:
Total call volume: Total number of inbound, outbound, and missed calls.
Outbound connected: Number of outbound calls that were successfully answered.
Outbound attempted: All outbound calls made, whether answered or not.
Inbound calls: Calls received and answered by your team.
Missed calls: Inbound calls that were not answered.
Average call duration: The average time spent on answered calls.
5. Can I filter call data by date or time range?
Yes. Use the Period dropdown to choose a predefined time range or set a custom range using the From and To filters.
6. Can I view analytics for multiple WhatsApp numbers?
Yes. If your account has multiple WhatsApp calling numbers, you can use the number selection dropdown to view analytics for a specific business number.
7. How often should I review my call analytics?
It’s recommended to review your analytics regularly to identify trends, track performance, and find opportunities to improve team responsiveness.
Agent performance
8. How can I check individual agent performance?
Go to the Agent performance section of the dashboard. You can use the Agent filter to select one or more team members and compare their call activity and key performance metrics.
9. What can I learn from the agent performance section?
This section allows you to:
Compare performance between agents.
Identify high performers.
Spot areas where additional coaching or support may be needed.
Reports and exports
10. How do I download my WhatsApp call analytics report?
Click the three dots (⋮) icon at the top right of the analytics dashboard and select Download CSV. This exports your call data as a CSV file.
11. Can I schedule automatic reports?
Yes. Click Report scheduled on the dashboard, enter the email address where you’d like to receive the report, choose your timezone, and select the day of the week for delivery. Reports are sent automatically every week.
12. What if I don’t receive my scheduled report immediately?
There’s no need to worry. Reports are sent on the day and time you selected, so you’ll receive them according to your schedule.