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Waply’s analytics dashboard gives you a real-time view of how your team and your automated systems are performing. You can track active conversations, measure response speed, evaluate your agents individually, and see how broadcasts and your AI Agent are contributing to customer outcomes. This page explains each section of the dashboard and how to get the most out of your data.

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Opening the dashboard

Click Analytics in the left sidebar to open the dashboard. The default view shows today’s activity. Use the date range picker in the top-right corner to change the reporting window — you can select a preset range (last 7 days, last 30 days, this month) or define a custom date range.
Analytics availability depends on your plan. Starter includes basic analytics covering conversation volume and agent activity. Growth adds advanced metrics including CSAT scores, channel breakdowns, and broadcast analytics. Enterprise adds custom reports and dedicated data exports. See Billing & Plans for a full comparison.

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Dashboard overview

The top of the dashboard shows four real-time summary cards:

Active conversations

The number of open conversations across all channels right now.

Avg. first response time

The average time between a customer’s first message and your team’s first reply, measured today.

Resolution rate

The percentage of conversations marked as resolved within the selected date range.

CSAT score

Customer satisfaction score based on post-conversation survey responses. Available on Growth and Enterprise plans.

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Conversation metrics

The Conversations section shows volume trends over time, broken down by channel.
  • Total conversations: The number of conversations started within the selected date range.
  • Volume by channel: A stacked chart showing how many conversations came from WhatsApp, Instagram DM, Facebook Messenger, and Webchat.
  • Open vs. resolved: The ratio of conversations still open versus those resolved within the period.
  • Avg. handle time: The average time from when a conversation is first assigned to when it is resolved.
Use channel breakdowns to identify which platforms drive the most volume, so you can staff and automate accordingly.

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Agent performance

The Agent performance section gives you a per-agent view of how your team is operating. Each row in the table represents one agent and shows:
MetricDescription
Conversations handledTotal conversations the agent responded to within the date range
Avg. first response timeAverage time from conversation assignment to first reply
Resolution ratePercentage of assigned conversations marked resolved
Avg. handle timeAverage duration of conversations they resolved
You can sort the table by any column and filter by team to compare groups of agents. Click an agent’s name to open a detailed view showing their activity over time.
Compare response time and resolution rate together. A fast response time with a low resolution rate may indicate agents are acknowledging conversations but not following through to resolution.

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Broadcast analytics

The Broadcasts section tracks the performance of your bulk message campaigns. Each broadcast appears as a row in the table with the following metrics:
  • Sent: The number of contacts the broadcast was sent to.
  • Delivered: The number of messages that reached the recipient’s device. A gap between sent and delivered usually indicates an invalid number or a blocked contact.
  • Opened: The number of recipients who opened the message (available for WhatsApp template messages that support read receipts).
  • Replied: The number of recipients who replied to the broadcast. This is often the most useful engagement signal.
Click any broadcast to open a detailed report for that specific campaign.
Broadcast analytics are available on Growth and Enterprise plans. On Starter, you can see sent and delivered counts but not opened or replied metrics.

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AI Agent analytics

If you’re using Waply’s AI Agent to handle conversations automatically, the AI Agent section shows how well it’s performing:
  • Conversations handled: Total conversations the AI Agent managed without a human taking over.
  • Handoff rate: The percentage of AI-handled conversations that were transferred to a human agent. A rising handoff rate may indicate the AI is encountering questions outside its training scope.
  • Resolution rate: The percentage of AI-handled conversations resolved without a handoff.
  • Avg. handle time: How long AI-handled conversations typically last.
Use these metrics alongside your human agent stats to see the overall impact of automation on your team’s workload.

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Exporting data

You can export any section of the analytics dashboard as a CSV file. Click the Export button in the top-right corner of any chart or table, choose your date range, and download the file. Exports include the same data shown in the dashboard view.
Navigate to the chart you want to export. Click the Export button (download icon) in the chart header. Select your preferred date range and click Download CSV.
Custom report exports — including scheduled automated exports — are available on the Enterprise plan. Contact your account manager to configure them.