WhatsApp outcomes without chasing agents: reports instead of a tracking sheet
Stop asking reps to type outcomes into a sheet. Win and loss reasons, funnel and ticket results are counted from records in WavesFlo and export as CSV or JSON.
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- By WavesFlo team
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A tracking sheet that agents fill in is out of date by lunchtime, because typing an update is the first thing to go when a chat gets busy. The fix is to count outcomes from records the work already creates: a stage moved, a reason chosen when a deal closes, a ticket finished. In WavesFlo those are counted into reports, so a manager reads them instead of asking for them.
Which outcomes are recorded as people work?
| Outcome | Created by | Counted in |
|---|---|---|
| A deal moves forward | Moving an opportunity between stages | The funnel and pipeline by stage |
| A deal is won or lost | Closing it with a reason | Wins and losses by reason, source and ad |
| A ticket is finished | Finishing it, with any required fields filled | Target attainment, resolution time, close rate |
| A chat is answered | A reply in the first-reply window | First-response time per ticket and per agent |
| A task is done or overdue | Completing or missing it | Overdue tasks per person |
Because a required field can be set before a ticket is finished, the data is complete when it reaches the report, not after a reminder.
What does a manager open, and when?
- Daily: customers waiting, overdue and unassigned tickets, overdue tasks and what is in Incoming.
- Weekly: target attainment, ticket age, load per agent, the funnel, the forecast by close window and win and loss reasons.
- Monthly: response and resolution at the median and the 90th percentile, who is selling and why deals are lost.
What if the board still wants a spreadsheet?
Eleven reports export as CSV and JSON, and tickets export as an audited CSV. Export on the day the board meets and paste into one tab, rather than keeping a live sheet that agents must maintain. Money stays per currency and is never summed across them, so the export will not either.
Stages, close reasons and ticket results are recorded as people work in WavesFlo, which is what lets the tracking sheet go. WavesFlo for sales teams shows the pipeline those outcomes come from.
Questions
How do I track WhatsApp lead outcomes without asking agents?
Count them from records: opportunity stages, close reasons and ticket results. WavesFlo's reports do that, so a manager reads the figures instead of requesting them.
Can I export WhatsApp outcomes to a spreadsheet?
Yes. Eleven reports export as CSV and JSON, and tickets export as an audited CSV.
Are the figures estimates?
No. They are counted from records. The sales forecast is weighted by stage and labelled as an estimate.