Team performance
Answer every customer on time, as a team
Set how quickly your team promises a first reply on WhatsApp. Spun marks the chats that are close to that promise or past it, tells the right people when a customer waits too long, and shows each team member's replies and response times on the dashboard.
- A first-reply target
- Badges before a miss
- Each person's numbers
The numbers come from the conversations themselves: who answered, how quickly, and how often within the target. They help a team keep its promise to customers: which chats need an answer now, which hours need more hands, and where the load is heavier than it should be.
Settings, Team, Response Targets
Set the target there. The results are on the Dashboard, in the Engagement tab, under Team Performance.
Response targets
One response target for the whole team
A manager sets one first-reply target for the organization, in minutes. Every chat with a customer waiting is measured against it from the customer's first unanswered message.
Minutes, set by you
Anything from 1 minute up to 10,080 (one week). A new target starts at 30 minutes.
Business hours only
Count only the hours in your Auto Replies business hours schedule, so a message that arrives at night does not use up the target before you open. With no hours set, the target runs on clock time, and the settings say so.
An early warning
Choose when a chat turns amber, as a percentage of the target used. The default is 75%.
Group chats if you want them
Off by default, because a group has no single customer waiting for a reply.
Who hears about a miss
The team member the chat is assigned to, any managers you pick, or both.
Managers set it, everyone sees it
Only managers can change the target, and every team member sees the badges on waiting chats.
Badges and alerts
See who is waiting, before they wait too long
A chat with nothing pending shows no badge at all. Once a waiting chat reaches the warning point, it shows an amber badge with the time left. Past the target, the badge turns red and shows how long the chat is overdue. The badge updates every minute, and pointing at it shows when the first reply is due.
When a chat goes past the target, Spun sends an in-app and push notification, "Response overdue", once for that wait, in the language of the person receiving it.
- The team member the chat is assigned to hears about their own chats.
- Managers named in the settings hear about every miss.
- A chat with nobody assigned reaches the named managers only.
- Each wait is announced once, not again every minute.
First response due 14:30
Response overdue
Sarah Miller has been waiting past the 30-minute target.
Team Performance
Team Performance: each person's replies, side by side
The Team Performance widget on the dashboard's Engagement tab lists each team member who replied in the period you pick: the messages they sent, the chats they answered in, their average first reply and, when a target is on, how much of it met the target. A bar beside each name shows their share of the volume, and the list is ordered by messages sent.
The on-target share turns green at 90% and above, amber from 70%, and red below that, so the team sees at a glance where the promise is kept and where it needs help.
Only messages Spun can attribute to a person are counted. A reply typed on the business phone itself carries no name, so the widget shows how many outgoing messages it could not attribute instead of charging them to someone.
Team Performance
Target first response: 30m
| Agent | Sent | Chats | Avg 1st reply | On target |
|---|---|---|---|---|
| Emma | 214 | 61 | 9m | 96% |
| Daniel | 187 | 55 | 14m | 91% |
| Priya | 132 | 40 | 26m | 78% |
12 outgoing messages could not be attributed to a sender and are not counted above.
Dashboard
Message and response activity over time
The dashboard shows the whole business for the last 7, 30 or 90 days, for all your numbers together or for one number at a time when you have more than one.
Messages over time
Inbound and outbound, in chats and in groups, day by day.
Busiest hours
Inbound and outbound messages by hour of the day, to see when more hands are needed.
Response time
The average and the median, a trend that reads Improving, Slowing or Stable, and response time by hour.
Headline numbers
Messages sent and received, active contacts, delivery rate, read rate and average response, among others.
Top chats and groups
The conversations with the most activity in the period.
Per team member
Team Performance follows the same period and number, so the business view and each person's view always cover the same days.
Fair numbers
Numbers a team can trust
Every figure is counted from the conversations Spun holds, the same way for everyone on the team.
- Sent
- Messages the person sent in the period, on the numbers you filtered to.
- Chats
- Conversations the person sent at least one message in.
- Avg 1st reply
- The average time to a first reply: the first message that answers a customer who was waiting, within 24 hours of their message.
- On target
- Shown while a target is on. Each day, the person's first replies count as on target when their average first reply that day was within the target.
- Counted, never guessed: a message Spun cannot attribute to a person is left out and shown as a count under the widget.
- No invented figures: with no attributed activity in the period, Team Performance says so instead of showing a sample.
- One promise for everyone: the share on target is graded against the target as it is set now, so changing the target restates recent days against the new one.
- Clock time for the totals: the badge on each chat honors business hours, while the share on target is graded on clock time.
Get started
Set it up in five steps
- 1
Open Response Targets
In Settings, under Team, open Response Targets. Only managers can change it.
- 2
Turn it on and set the minutes
Choose the first-reply target and when the amber warning starts.
- 3
Choose the hours
Count business hours only, using the schedule in Auto Replies, Business Hours, and decide whether group chats count.
- 4
Choose who is alerted
The team member the chat is assigned to, managers you pick, or both.
- 5
See the results
Open the Dashboard, go to the Engagement tab and find Team Performance. Pick 7, 30 or 90 days, and one number or all of them.
Frequently asked questions
What does Team Performance count?
For each team member who replied in the period: the messages they sent, the chats they sent a message in, their average first reply and, while a response target is on, how much of that met the target. It follows the period and number you pick on the dashboard.
What about replies typed on the business phone?
A reply typed on the phone itself carries no team member's name, so Spun does not attribute it to anyone. The widget shows how many outgoing messages could not be attributed, so the gap is visible instead of charged to someone.
Does the clock run while we are closed?
Not if you count business hours only: the badge on each chat then uses your Auto Replies business hours schedule. With no schedule set, it runs on clock time. The share on target on the dashboard is graded on clock time.
Do group chats count?
Only if you turn on Include group chats. It is off by default, because a group has no single customer waiting for a reply.
Who gets alerted on a miss, and how often?
The team member the chat is assigned to, and any managers named in the settings. Managers hear about every miss; a chat with nobody assigned reaches the managers only. Each wait is announced once, by an in-app and push notification.
Who can change the response target?
Managers. Every team member sees the badges on waiting chats.
Does the dashboard ever show sample data?
Some charts show a clearly labeled sample preview until there is data for the period. Team Performance never does: it shows only real, attributed activity, or says there is none.
Keep your promise to every customer
Link the WhatsApp number you already use, set a first-reply target, and see on the dashboard how the team is doing against it.
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