WhatsApp support and sales reports: what you can measure, counted from records
The figures a WhatsApp support and sales desk can report: response and resolution times, target attainment, ticket age, funnel, and win and loss reasons.
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- By WavesFlo team
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A support desk and a sales desk each need a handful of figures, and the useful ones are counted from records rather than estimated. For support: response and resolution times, how many tickets met their target, how old the open ones are, and the load per agent. For sales: the funnel, why deals are won and lost, what is expected to close and when, and who is selling.
What can a support desk report?
| Figure | What it tells you |
|---|---|
| First-response and resolution time | Averages, with the median and the 90th percentile, so one slow ticket does not hide |
| Target attainment | How many tickets met their target, and how many breached |
| Open ticket age | Four buckets, from under a day to over a week |
| Customers waiting | People waiting for an answer, counted as people and not as messages |
| Per agent | Tickets created and resolved, close rate, first-reply average and open queue depth |
| Ticket export | An audited CSV, for work outside the tool |
What can a sales desk report?
| Figure | What it tells you |
|---|---|
| Funnel | How far opportunities get, and the step where most drop out |
| Wins and losses | Why deals are won and lost, by reason, source and ad |
| Pipeline by stage | Open value by stage, total and weighted, per currency |
| Forecast by close window | What is expected to close: overdue, this month, next month, later, undated |
| Who is selling | Won, lost, win rate, days to win, open book and overdue tasks, per person |
| Team roll-up | A team's results added up the reporting chain |
What makes the figures trustworthy?
- Every rate shows its fraction, so one win from one deal cannot read like forty from forty.
- A tile with nothing measured says so, rather than showing a bar at zero.
- Money stays per currency and is never summed across them.
- A figure the product cannot compute honestly, such as attainment against a quota, is not shown.
What about campaigns?
Campaign reports are separate and counted from delivery receipts: targets, sent, delivered, read and failed, with reach counted once per person. Campaign metrics that hold up explains what each can and cannot prove.
What should you review, and when?
| Cadence | Support | Sales |
|---|---|---|
| Daily | Customers waiting, overdue and unassigned tickets | Overdue tasks and what is in Incoming |
| Weekly | Target attainment, ticket age, load per agent | Funnel, forecast by close window, win and loss reasons |
| Monthly | Response and resolution at the median and the 90th percentile | Who is selling, by person and team, and why deals are lost |
Where does it fit?
Reports follow the roles: an agent sees their own book, a team leader the team's, a manager the workspace's.
Every report is counted across all the numbers linked into the workspace, and eleven of them export as CSV and JSON. WavesFlo for large businesses describes the reporting a head office reads.
More on this: how managers see agent activity; a weekly review agenda.
Questions
What reports does a WhatsApp support desk need?
Response and resolution times, target attainment, open ticket age, customers waiting, and load per agent.
Can I see who is selling the most?
Yes. The sales dashboard ranks people by won deals with win rate, days to win, open book and overdue tasks.
Are the figures estimated?
No. They are counted from records. The sales forecast is weighted by stage and labelled as an estimate.
Can I export tickets?
Yes, as an audited CSV.