Attendance Metrics
The Metrics tab on the Inbox page shows in one place how the AI and your human attendants are performing: what needs attention right now, how the period’s conversations ended, how fast the team replies and how customers rate the service. Use this data to spot bottlenecks, assess the agent’s impact and track your team’s progress.
How to access
Section titled “How to access”- Open Inbox in the side menu.
- Click the Metrics tab at the top of the page.
At the top of the tab you choose the Period (7, 30 or 90 days, or a custom range). Dates follow Brasília time. Administrators can also choose an Attendant to see one person’s performance.
What counts as an attendance
Section titled “What counts as an attendance”An attendance is a conversation in which the customer sent at least one message during the period — including replies to a broadcast. It is considered ended when the customer goes 24 hours without writing again; until then, it is ongoing, because the customer may still come back.
Conversations opened by an automatic send that the customer never replied to don’t count as attendances — they appear separately under Unanswered sends.
Right now
Section titled “Right now”The first block shows the situation right now (looking at the last 30 days), with the time of the last update and the Refresh now button:
| Indicator | What it shows |
|---|---|
| Waiting for the team | Open conversations where the last message is from the customer and nobody on the team has replied — including ones already read. Use Open “Needs you” to jump straight to the queue. |
| Waiting for the AI | Conversations handled by the AI where the customer wrote a while ago and the AI hasn’t replied yet. |
| Unanswered transfers | Conversations the AI passed to the team that nobody on the team has answered yet. |
Each indicator also shows how long the oldest conversation has been waiting. When nothing is pending, All clear appears.
Period outcome
Section titled “Period outcome”The How the conversations went block highlights the most important number: the share of ended attendances that the AI resolved on its own — the AI answered the customer’s last message, nobody from the team stepped in, the AI didn’t ask for help and the customer didn’t come back within 24 hours.
The Where each conversation ended bar splits attendances into:
| Category | What it means |
|---|---|
| the AI resolved | The AI handled it alone until the end. |
| the team handled it | Someone from the team took part in the conversation. |
| the team didn’t reply | The AI asked for help, but the team didn’t reply in time. |
| no one replied | The customer wrote and neither the AI nor the team replied. |
| ongoing | The attendance hasn’t ended yet. |
Just below, you see how many attendances the AI asked for help in. In CRM-mode stores, you also see how many leads the AI handed to sales.
Supporting indicators
Section titled “Supporting indicators”Three cards complement the outcome:
- Attendances — the period total, with a small daily chart and the peak day.
- Answered within 1 h — of the AI transfers already settled (answered or 24 hours without an answer), how many the team answered within 1 hour. Unanswered ones count against it. The card also shows the median response time and how many are still waiting. Time is elapsed time, not business hours.
- Satisfied customers — ratings of 4 and 5 among customers who answered the satisfaction survey, with the average rating and the number of surveys.
The numbers include a comparison with the equivalent previous period (full days, same days of the week), showing whether they improved or got worse.
Conversations per day
Section titled “Conversations per day”The Conversations per day chart shows daily evolution by the day of the customer’s first message, separating what AI only handled, when the AI asked for help and when the team took part. Use View as table to see the numbers day by day.
The Team table lists everyone who sent a message or received a transfer during the period:
| Column | What it shows |
|---|---|
| Attendant | The person’s name |
| Handled | Attendances in which the person sent at least one message |
| Messages | Total messages sent by the person |
| 1st answer | Median time to the 1st answer on AI transfers the person answered first |
| From the AI | Transfers received from the AI |
| From colleagues | Conversations received from other team members |
| Marked resolved | How many conversations the person marked as resolved |
| Satisfied | Ratings of 4 and 5 on the surveys the person sent (in brackets, how many answers) |
Messages sent from the phone’s WhatsApp app appear in the Phone row, and messages without a recorded author (older history or someone who left the team) appear under No identified author.
Your attendances
Section titled “Your attendances”When you look at one person’s performance — your own, if you’re an attendant, or someone chosen under Attendant — the tab shows an individual summary: attendances the person replied in, conversations received from the AI and from colleagues, messages sent, how many they marked resolved and how many transfers to them were answered within 1 hour.
Unanswered sends
Section titled “Unanswered sends”This block gathers the conversations started by an automatic send during the period in which the customer never wrote, split by type (Campaigns, Cart recovery and Other). It also shows how many of them had all sends fail. The shortcuts take you to the recovery and broadcast screens.
Show details
Section titled “Show details”Click Show details to open the additional analyses:
- Why the AI handed to the team — the first request for help in each attendance, by reason: customer asked for a person, the AI couldn’t resolve it, customer got frustrated, complex case, AI failure, cost limit, unreadable message or (in CRM mode) lead passed to sales. Focusing your agent adjustments on the most frequent reasons usually brings the biggest gains.
- Who took part — how many attendances had AI only, AI and team, Team only or where Nobody answered.
- Messages by attendant — how many messages each person sent (for administrators, in the whole-team view).
- Satisfaction by sender — survey results split between those sent by the AI and by the Team.
- Comparison with the previous period — each metric for the period side by side with the equivalent previous period.
- How we count — the definition of every number on the screen.
Export to CSV
Section titled “Export to CSV”Use the Export button to download the data as CSV:
- Period summary (CSV) — every indicator for the period, with the comparison to the previous period.
- By attendant (CSV) — the team table (available to administrators, in the whole-team view).
The files include the report period and scope and can be opened directly in spreadsheets such as Google Sheets or Excel.
Related pages
Section titled “Related pages”- Inbox — follow conversations in real time and manage support.
- AI agent — configure your agent’s behaviour.
- Human handoff — adjust when and how the AI escalates to attendants.