Agent Performance
View the agent ranking, messages sent, conversations handled, and average response time.
Agent Performance
The agent performance section allows you to evaluate how your team is handling WhatsApp conversations. You can see who sends the most messages, how many conversations each agent handles, and how long your team takes to respond.
Average response time
The first card shows your entire team's average response time. This is the most important indicator of service speed.
How it is calculated
Response time is measured as the interval between the last inbound message from a contact and the first agent reply in that conversation.
- Only responses within the first 24 hours are counted (abandoned conversations are excluded).
- All response times across all conversations in the period are averaged.
- The result is displayed in hours and minutes (for example, "2h 15m").
This calculation only includes human agent responses. Automatic bot replies are not counted in the response time.
What is a good response time
For a real estate agency on WhatsApp:
| Time | Assessment |
|---|---|
| Under 15 minutes | Excellent -- leads feel attended to immediately |
| 15 to 60 minutes | Good -- within market expectations |
| 1 to 4 hours | Acceptable -- but there is room for improvement |
| Over 4 hours | Needs attention -- leads may lose interest |
In real estate, response speed is critical. Studies show that responding within the first 5 minutes significantly increases the likelihood of converting a lead.
Agent ranking
The second card shows a ranking of the 5 most active agents during the selected period, sorted by the number of messages sent.
For each agent, you will see:
- Position in the ranking (1 to 5).
- Avatar and initials of the agent.
- Name of the agent.
- Number of messages sent (for example, "142 msgs").
- Progress bar proportional to the top agent; the leader's bar fills 100% of the width.
What the ranking measures
The ranking counts outbound messages sent by each agent during the selected period. This includes:
- Manually typed text messages.
- Replies to client inquiries.
- Follow-up messages.
Not included:
- Messages sent by the bot.
- Template messages sent automatically.
Additional data per agent
Internally, Trochai also tracks the conversations handled by each agent (the number of unique conversations where the agent sent at least one message). This helps you understand whether an agent handles many conversations with few messages or few conversations with many messages.
How to improve team performance
Reduce response time
- Enable notifications so agents receive real-time alerts for new messages.
- Assign conversations from the inbox so each agent knows which ones to prioritize.
- Configure the bot to handle frequently asked questions and leave agents only the queries requiring personalized attention. See Bot Configuration.
- Set clear shifts to ensure coverage during peak hours.
Balance the workload
If one agent has significantly more messages than others:
- Check whether too many conversations are being assigned to them.
- Consider redistributing assignments from the inbox.
- Add more agents to your team from Settings > Team.
Use data for training
- Compare the performance of new agents vs experienced ones.
- Identify agents who respond quickly but handle few conversations (they could take on more load).
- Identify agents with high response times to offer additional training.
Permissions and visibility
Only users with the Admin or Viewer role can see agent performance metrics. Individual agents cannot see their own ranking or that of their colleagues from this section.
Relationship with other sections
- Response time depends directly on messages that appear in Message Volume.
- Conversations handled by agents feed into Conversation Metrics (the "Human-handled" column).
- Agent performance impacts lead conversion in the Lead Funnel: faster responses tend to produce better conversion rates.