Agent metrics

WhatsApp Agent → Statistics summarizes the agent’s operation over the last 7, 30 or 90 days and compares each number with the previous period of equal length (the arrow and percentage below each value; “new” if the previous period had no data). You need the read:wa-metrics permission.

How conversations ended

Indicator	What it counts
Conversations handled	Conversations in which the agent replied.
Resolved without an agent	The ones the agent closed on its own: they ended in an order, an appointment or were resolved by the assistant.
With an outcome	The ones that ended in an order or an appointment.
Handed to an agent	The ones the agent escalated to your team (in these labels, “agent” means a human advisor).

Below, How did conversations end? assigns each conversation a single outcome: ended in an order, ended in an appointment, resolved by the assistant, handed to an agent (with the reason: unclosed order, order follow-up, health, complaint, discount, payment agreement or other) or the assistant couldn’t reply (a technical failure or a limit reached, not a decision of your business).

Note

This block is calculated every night. If the period includes days not yet calculated, the screen tells you how many are missing.

Messages and proposals

Metric	What it tells you
Inbound / Outbound messages	The volume of the conversation with your customers. The chart shows them day by day.
Proposals	Replies the agent prepared in shadow mode for your team to approve.
Edited proposals	How many of those proposals your team corrected before sending them.
Expired proposals	Proposals nobody reviewed in time (the 24-hour window closed). If they go up, supervision capacity is lacking.
P90 latency	The agent’s response time: 9 out of 10 replies took less than this value.
Proposal edit rate	Edited proposals over the total. High = the agent does not sound like your business yet.

Data is consolidated every night. Regenerate today recalculates the current day if you need to see it sooner.

Download CSV

Download CSV downloads the period’s daily series (reporte-wa.csv) to work with in Excel or Google Sheets: date, inbound and outbound messages, agent interventions, escalations, proposals (total, edited, expired), P90 latency and the conversation outcomes (handled, resolved without an advisor, with an outcome, handed to an advisor and couldn’t reply).

Tip

The edit rate and expired proposals are your indicators for deciding when to turn off shadow mode: a low, sustained edit rate means the agent already answers like your team.