Reports
Service report: response time and SLA
In Analytics › Service you see the period’s service metrics, the Waiting now list (refreshed every 30 seconds), response time and volume by hour, SLA breaches and who replied. Managers see the team; salespeople see their own leads.
Period metrics
The cards at the top, with the change versus the previous period:
- New conversations, Messages received and Messages sent (only those sent by people, not automatic ones).
- Response time (median) and (p90): how long each customer wait lasted until the reply.
- First response (median): the time until the first human response.
- SLA breaches and SLA breach rate (breaches ÷ waits).
The SLA is the maximum time without a reply set in Settings › Operations (10 minutes by default), and it’s counted 24 hours a day. See maximum time without a reply.
Waiting now
Open conversations waiting for a reply right now, oldest first: lead, salesperson, number, “Waiting for,” the SLA status (On time, … left until SLA, At the SLA limit or … over SLA) and the Open button. At the top, the total waiting, the oldest wait and how many are over the SLA. This list is live: it ignores the period and the responder filter.
Service by hour
Two charts by hour of the day: Response time by hour (median response by the hour the customer wrote) and Messages received by hour. Under View table, the same data with received, waits, median, p90 and breaches by hour. This is where the lunchtime or end-of-day “gap” shows up.
SLA breaches and responders
- SLA breaches: every wait that went past the limit, with lead, salesperson, start, wait, who replied (or “No reply”) and how far it went over the SLA.
- Responders: by person, replies, median, p90 and breaches. For salespeople, it becomes Your replies.
Managers can filter by Responder and by Number. New conversations and messages received don’t use the responder filter, and breaches still without a reply don’t show up with it.
Example (sample data)
At Example Co., the week’s median first response is 4 minutes, but the p90 is 48 minutes. In the hourly chart, the median rises to 35 minutes between 12 p.m. and 2 p.m., and 9 of the 11 SLA breaches started in that window. The manager schedules a salesperson to cover lunch and turns on the auto greeting for the first contact.
Didn’t work? See…
- “No conversations handled in this period”: there were no new conversations, messages or waits with the current filters.
- Conversations stuck without a reply because the number dropped: WhatsApp disconnected.
- Breaches in the middle of the night: the SLA counts 24 hours; there are no business hours.
Frequently asked questions
Does an automatic message count as a reply?
No. Response time measures the first human response, and messages sent don’t include automatic ones.
Can salespeople see the team’s service data?
No. They only see their own leads and their own replies.
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