Reading Your Analytics

The Analytics section gives you metrics on every aspect of your WhatsApp channel - how many conversations your team handles, how fast they respond, how broadcasts perform, and where your contact list is growing from.

Step-by-step setup

Open the Analytics dashboard

Click Analytics in the left navigation. The Overview tab loads with today's key metrics - total conversations, average response time, and resolution rate.

Set the date range

Click the date picker at the top right. Choose Today, Last 7 Days, Last 30 Days, or set a custom range. All metrics on the page update to the selected period.

View team performance

Click the Team tab. See a table of agents sorted by number of conversations handled, average first response time, and average resolution time.

Analyse broadcast results

Click the Broadcasts tab. See all campaigns with their delivery rate, read rate, reply rate, and total messages sent. Click any campaign to see the full breakdown.

Filter by agent or label

Use the Agent filter to see metrics for a specific team member. Use the Label filter to see metrics for a specific conversation category - Sales, Support, or Billing.

Export data

Click Export on any tab to download the current view as a CSV file. Use this for sharing with management or for deeper analysis in a spreadsheet.

Common use cases

Weekly team review

Every Monday, the team lead checks the previous week's agent performance table. Agents with high handle time or low resolution rates get coaching priority.

Broadcast campaign analysis

After a promotional campaign, the marketing team checks the broadcast analytics to compare this campaign against past ones and identify what message style drives the highest reply rate.

Capacity planning

The ops team reviews conversation volume trends over 30 days to decide whether to hire another agent or adjust team working hours.

Tips and best practices

+Check the response time metric daily during the first month. High response times indicate inbox bottlenecks that need fixing quickly.

+Compare broadcast read rates across campaigns. Variations reveal which message formats, times of day, or audience segments perform best.

+Use custom date ranges to compare periods - this week vs last week, or this month vs the same month last year.

+Export analytics data monthly for your records. VGraple CRM stores 12 months of data, but having your own archive is good practice.

Frequently asked questions

What does first response time mean in the analytics?

First response time is the time between a customer message arriving in the inbox and the first agent reply. It is averaged across all conversations in the selected period. A lower first response time means your team is responding faster.

Why does my read rate in broadcasts differ from my delivery rate?

Delivery rate measures messages successfully delivered to the recipient device. Read rate measures messages that were opened (blue ticks). Delivery can be 95% while read rate is 65% because some contacts receive but do not open the message.

Can I see analytics for specific team members only?

Yes. Use the Agent filter in the Team tab to view metrics for a specific agent. Only admins and owners can see all agents. Agents by default see only their own metrics.

How far back can I view analytics data?

Analytics data is available for the past 12 months on all paid plans. Use the custom date range picker to access any period within the 12-month retention window.