Whatsapp Reporting

Similar to how ticket reporting is in Splynx, a system to report on Whatsapp communication.

If this can use the following perimeters as an example:

• Avg. response time on messages

• Avg. first response time

• Avg. conversation resolution/close time

• Ticket created for conversation

With this we are trying to monitor chats on the integrated Whatsapp in Splynx, currently we aren’t able to see any of these details.

We would like to use this to manage agents and ensure that they are responding to customers and not just closing customers chats as well as see how many of our support tickets get resolved through Whatsapp