Individual Metrics
For each team member, track:| Metric | Description | Target Benchmark |
|---|---|---|
| Messages Sent | Daily/weekly outbound volume | Role-dependent |
| Messages Received | Inbound message volume | Indicates engagement |
| Response Time | Average time to first reply | < 5 min (business hours) |
| Active Conversations | Currently open chats | Based on capacity |
| Follow-up Rate | Scheduled vs completed | > 90% |
| Last Active | Most recent activity | Within 1 hour |
| Last Sync | Last chat sync time | Within 15 minutes |
Activity Monitoring
| Status | Meaning | Action Needed |
|---|---|---|
| π’ Online | Currently active on WhatsApp Web | None |
| π‘ Away | Active recently, now idle | None |
| π΄ Offline | Not connected | Check if expected |
| β οΈ Sync Issue | Chat sync delayed | Troubleshoot connection |
Performance Comparison
Compare team members across key dimensions:Messages Sent (This Week)
Response Time (Average)
| Team Member | Avg Response Time | Benchmark |
|---|---|---|
| Alice | 2m 34s | β Excellent |
| Bob | 4m 12s | β Good |
| Carol | 3m 45s | β Good |
| Dave | 8m 22s | β οΈ Needs attention |
| Emma | 5m 10s | β Acceptable |
Leaderboards
Create healthy competition with performance rankings:Top Performers This Week
| Rank | Team Member | Messages | Response Rate | Avg Response Time |
|---|---|---|---|---|
| π₯ | Carol | 415 | 94% | 3m 45s |
| π₯ | Alice | 342 | 96% | 2m 34s |
| π₯ | Bob | 289 | 91% | 4m 12s |
Most Improved (vs Last Week)
| Team Member | This Week | Last Week | Change |
|---|---|---|---|
| Emma | 256 | 198 | +29% β¬οΈ |
| Dave | 198 | 175 | +13% β¬οΈ |
| Alice | 342 | 325 | +5% β¬οΈ |
Identifying Coaching Opportunities
Use analytics to spot patterns that indicate training needs:High Volume, Low Response
Pattern: Sends many messages but gets few repliesLikely Issue: Message quality or targetingAction: Review message content, coach on personalization
Slow Response Times
Pattern: Consistently slow to reply to customersLikely Issue: Workflow or prioritizationAction: Optimize notification settings, time management coaching
Low Follow-up Rate
Pattern: Scheduled follow-ups not being completedLikely Issue: Process adherenceAction: Review follow-up workflows, clarify expectations
Inconsistent Activity
Pattern: Highly variable daily/weekly metricsLikely Issue: Time management or engagementAction: Set daily goals, regular check-ins
Setting Goals
Establish clear, measurable targets:Example KPIs by Role
| Role | Daily Messages | Response Time | Follow-up Rate | Conversations/Day |
|---|---|---|---|---|
| SDR | 50+ | < 5 min | > 95% | 20+ |
| AE | 30+ | < 15 min | > 90% | 15+ |
| Support | 40+ | < 3 min | > 98% | 25+ |
| Success | 25+ | < 30 min | > 85% | 10+ |
Goal-Setting Tips
- Start with baselines β Know current performance before setting targets
- Make goals achievable β 10-20% improvement is realistic
- Align with outcomes β Connect metrics to business results
- Review quarterly β Adjust targets as team improves
Conducting Performance Reviews
Weekly Check-ins (5-10 minutes)
- Review key metrics from the past week
- Celebrate wins and improvements
- Identify one area for focus
- Set specific goals for next week
Monthly Deep-dives (30 minutes)
- Trend analysis over 4 weeks
- Conversion correlation (messages β outcomes)
- Process improvements discussion
- Training needs assessment
Quarterly Reviews
- Compare against original benchmarks
- Evaluate goal achievement
- Career development discussion
- Set new quarterly targets
Best Practices
Focus on trends, not snapshots
Focus on trends, not snapshots
A single bad day doesnβt define performance. Look at week-over-week and month-over-month patterns to understand true performance levels.
Consider context
Consider context
Account for workload, customer type, and role differences when comparing team members. An AE handling complex enterprise deals will have different metrics than an SDR doing outbound.
Balance quantity and quality
Balance quantity and quality
High message volume with low response rates may indicate a quality problem. Look at both input (messages sent) and output (responses, conversions) metrics.
Make data accessible
Make data accessible
Share dashboards with team members so they can self-monitor. Transparency drives accountability without requiring constant manager intervention.