Team Health & Agent Performance Telemetry
Overview & Workforce Governance
Customer satisfaction on WhatsApp is directly driven by response speed, staff availability, and resolution quality. In a busy multi-agent contact center, supervisors need real-time operational radar to prevent customer chats from lapsing, track agent presence, and monitor productivity metrics.
The Team & Agents Suite (/dashboard/analytics?tab=team-health) equips operations managers with two specialized workforce management tools:
- Team Health Dashboard (
team-health): Real-time monitoring of agent presence states, active chat load, expired conversation risks, health scores (Good, Warning, Critical), and shift handoff notes. - Agent Performance & Productivity (
agent-performance): Granular telemetry measuring queue velocity, active backlog trends, Unique Chats (U.C) vs. Times Marked (T.M) metrics, reopened conversations, and CSAT customer ratings.
1. Team Health Dashboard (team-health)
The Team Health tab gives shift managers an immediate bird's-eye view of staff availability, concurrent workload capacity, and conversations at risk of lapsing.
Top Summary KPI Cards
┌────────────────────┬────────────────────┬────────────────────┬─────────────────────────┐
│ TOTAL OPEN │ OPEN EXPIRED │ PENDING EXPIRED │ TOTAL EXPIRED │
│ 84 │ 6 │ 12 │ 18 │
│ [Active queues] │ [Open & lapsed] │ [Pending & lapsed] │ [All lapsed in window] │
└────────────────────┴────────────────────┴────────────────────┴─────────────────────────┘
Agent Health Matrix & Presence States
Above the detailed table, visual avatar cards summarize each agent's active load (X open · Y expired).
| Status | Visual Indicator | Eligibility for New Inbound Chats | Typical Operational Scenario |
|---|---|---|---|
| Online | Green Dot | Eligible (routed via Round Robin / Load Balancing) | Active on duty at their desk or mobile app. |
| Away | Amber Dot | Paused (will not receive new automated chats) | Stepped away for lunch, tea break, or team meeting. |
| Offline | Gray Dot | Paused (all inbound routing disabled) | Shift concluded or off-duty. |
Health Score Formula & Severity Thresholds
The server algorithmically calculates each agent's Health Score (0–100%) based on expired conversation ratios:
$$\text{Health Score} = \max(0, 100 - (\text{totalExpired} \times 15))$$
(If an agent has 0 active conversations but still holds expired chats, their score defaults to 0%).
| Score Tier | Threshold | Status Indicator | Operational Meaning & Required Action |
|---|---|---|---|
| 🟢 Good | 75% – 100% | Green | Healthy queue with 0 or at most 1 expired chat. Optimal throughput. |
| 🟡 Warning | 40% – 74% | Amber | Elevated backlog (2 to 4 expired conversations). Supervisor should monitor workload. |
| 🔴 Critical | < 40% | Red Alert | Severe backlog (5+ expired conversations). Immediate supervisor intervention required. |
┌────────────────────────────────────────────────────────────────────────────────────────┐
│ REAL-TIME TEAM WORKFORCE HEALTH TABLE │
├─────────────────┬─────────────┬─────────────┬─────────────┬─────────────┬──────────────┤
│ Agent Name │ Open Active │ Pend Active │ Open Exp. │ Pend. Exp. │ Total Exp. │
├─────────────────┼─────────────┼─────────────┼─────────────┼─────────────┼──────────────┤
│ Rajesh Kumar │ 8 │ 4 │ 0 │ 0 │ 0 (Good) │
│ Ananya Sharma │ 6 │ 3 │ 0 │ 1 │ 1 (Good) │
│ Priya Patel │ 5 │ 6 │ 1 │ 2 │ 3 (Warning) │
│ Vikram Singh │ 9 │ 8 │ 3 │ 3 │ 6 (Critical) │
└─────────────────┴─────────────┴─────────────┴─────────────┴─────────────┴──────────────┘
Interactive Health Drill-Down & Shift Notes Viewer
Clicking on any metric number (e.g., Open Expired or Pending Expired) opens the Health Drill-Down Dialog:
- Conversation List: Shows contact name, current status, and last message snippet.
- Dual Tag Visibility: Displays both the manual tag (e.g.
#Keratin) and automated reply material tag. - Internal Shift Notes Audit (
remarksApi): Displays the latest private shift handoff note entered by staff, explaining why a conversation was held or delayed. - 1-Click Open: Clicking any conversation row opens the customer thread directly in the Team Inbox in a new browser tab.
2. Agent Performance & Productivity (agent-performance)
The Agent Performance tab provides objective, quantitative measurement of individual staff throughput, queue velocity, and customer satisfaction ratings.
Top Summary Cards
┌────────────────────┬────────────────────┬────────────────────┬─────────────────────────┐
│ TOTAL MESSAGES │ TOTAL SOLVED │ TOTAL PENDING │ TOTAL REOPENED │
│ 38,450 │ 3,120 │ 184 │ 86 │
│ [Manual agent msgs]│ [Resolved chats] │ [Pending customer] │ [Reopened within 7 days]│
└────────────────────┴────────────────────┴────────────────────┴─────────────────────────┘
3. Queue Velocity & Backlog Trend Chart
Directly above the performance table, the Queue Velocity & Backlog Trend Chart plots conversational throughput against active backlog accumulation:
Queue Velocity & Backlog Trend
▲
40│ ╭──● Incoming Leads (Blue Line)
│ ╭─────╯ │
20│ ╭─────●────────┴──● Solved by Team (Green Line)
│░░░░░░░░░░░░░░░░░░░░░● Active Backlog Area (Amber Gradient)
0└──●───┴─────────────────┴──────────────────► Time (60m Intervals)
09:00 12:00 15:00 18:00
The 3 Plot Series
- Incoming Line (Blue): New incoming leads and customer inquiries arriving at the inbox.
- Solved Line (Emerald Green): Conversations successfully resolved by the team.
- Active Backlog Area (Amber Line with Gradient Fill): Cumulative volume of unresolved conversations in the queue.
- Operational Warning: When the Incoming Line spikes above the Solved Line for two consecutive intervals, the Active Backlog area swells, alerting shift supervisors to allocate additional agents or activate backup queues.
4. Agent Performance Breakdown Table
The leaderboard evaluates staff across 8 distinct productivity metrics:
| Agent | SENT | CHAT | U.C Solved | U.C Pending | T.M Solved | T.M Pending | Rating |
|---|---|---|---|---|---|---|---|
| Ananya Sharma | 1,420 | 185 | 172 | 13 | 184 | 18 | ★ 4.92 (84) |
| Rajesh Kumar | 1,280 | 168 | 154 | 14 | 162 | 22 | ★ 4.85 (72) |
| Priya Patel | 890 | 115 | 98 | 17 | 108 | 25 | ★ 4.68 (45) |
| Amit Verma | 740 | 95 | 78 | 17 | 92 | 29 | ★ 4.41 (38) |
Metric Definitions: Unique Chats (U.C) vs. Times Marked (T.M)
| Metric Column | Internal Key | Calculation & Operational Meaning |
|---|---|---|
| SENT | messagesSent | Total outbound manual messages dispatched by the agent (bot replies excluded). Clickable drilldown lists sent messages. |
| CHAT | chatsHandled | Total unique customer threads assigned to and actively touched by the agent. Clickable drilldown lists handled threads. |
| U.C Solved | chatsSolved | Unique Chats Solved: Number of distinct customer threads resolved by this agent in the date range. Clickable drilldown. |
| U.C Pending | chatsPending | Unique Chats Pending: Number of distinct customer threads currently in pending status for this agent. Clickable drilldown. |
| T.M Solved | chatsSolvedTotal | Times Marked Solved: Total number of times this agent clicked Resolve (including re-opened conversations solved multiple times). |
| T.M Pending | chatsPendingTotal | Times Marked Pending: Total number of times this agent marked chats as pending. High numbers indicate extensive back-and-forth follow-up. |
| Rating | avgRating | Mean CSAT star rating (1.0 to 5.0★) accompanied by total customer review count. |
[!NOTE] Understanding U.C vs. T.M: If a customer contacts support, gets resolved by Agent Ananya, but reopens the chat 2 days later with a follow-up question and Ananya resolves it again:
- U.C Solved =
1(one unique customer helped).- T.M Solved =
2(two successful resolution events). This distinction gives supervisors complete clarity on repeat interactions vs unique customer reach.
5. Staff Coaching & Performance Standards
┌────────────────────────────────────────────────────────────────────────────────────────┐
│ RECOMMENDED PERFORMANCE BENCHMARKS │
├───────────────────────────────────┬────────────────────────────────────────────────────┤
│ First Response Time (FRT) │ < 2 Minutes (Leads convert 3x higher under 2m) │
├───────────────────────────────────┼────────────────────────────────────────────────────┤
│ Average Resolution Time (ART) │ < 15 Minutes for standard customer inquiries │
├───────────────────────────────────┼────────────────────────────────────────────────────┤
│ Customer Satisfaction (CSAT) │ > 4.7 / 5.0 Stars │
├───────────────────────────────────┼────────────────────────────────────────────────────┤
│ Health Score Tier │ Keep team in 🟢 Good (>= 75%) throughout shift │
└───────────────────────────────────┴────────────────────────────────────────────────────┘
6. Customer Support AI Agent Playbook & FAQs
Use this knowledge base to resolve customer inquiries regarding agent response speed, presence, and scorecards.
Q1: "Does an automated greeting message count towards an agent's First Response Time (FRT)?"
Resolution: No. Wabixo strictly isolates automated system messages from staff metrics.
- An automated greeting or bot auto-reply does not satisfy FRT.
- The First Response Time clock stops only when a human agent sends their first manual reply.
- This ensures your speed metrics reflect genuine staff responsiveness, not bot dispatches.
Q2: "Why is an agent's Health Score showing 'Critical Alert' (< 40%)?"
Resolution: An agent's health score drops into the Critical tier when they accumulate 5 or more expired conversations (each expired conversation deducts 15 points:
100 - (expired * 15)).
- Immediate Fix: A supervisor should open the Team Health drill-down, reassign the stalled chats to an online agent, and remind the staff member to update their status to Away when stepping away from their desk.
Q3: "What causes a chat to be counted under 'Total Reopened'?"
Resolution: When an agent clicks Resolve, the conversation is moved to the Solved queue. If the customer sends another message within 7 days (e.g. asking a follow-up question or saying their issue wasn't fully fixed), the conversation is automatically reopened and increments the Total Reopened count. A consistently high reopen rate indicates that an agent is closing conversations prematurely before the customer's problem is completely resolved.
Q4: "How do I configure maximum concurrent chat limits per agent?"
Resolution:
- Go to Settings > Team Management > Team Members.
- Click Edit on the agent's profile.
- Adjust the Max Concurrent Chats setting (default is 10 chats).
- Once an agent reaches this limit, Auto-Assignment will hold new incoming chats or route them to another online agent until the agent resolves existing open conversations.