New Features & Enhancements
Conversations Report for Team Inbox: We have introduced comprehensive conversation analytics to help businesses analyze WhatsApp conversations at scale and make data-backed decisions for improved service quality and customer experience. This powerful reporting feature provides detailed insights into team performance and conversation trends.
Key metrics and insights include:
Total conversations within selected time periods with resolution and expiration tracking
Conversation status breakdown showing active, resolved, and expired conversations (expired after 24 hours of inactivity)
Performance trends and patterns over time
Conversation categorization based on conversation tags for better organization
Agent performance metrics including conversations resolved by individual agents
Response time analytics covering first response time from agents to customers and average response times
This feature enables businesses to identify trends, ensure accountability, and optimize operational effectiveness by providing the insights needed to improve customer experience and team performance.
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