To measure the efficiency of the customer service team in Papo (https://papo.global/), focus on indicators such as response time, resolved conversations, SLA, and CSAT. They are available in the Agents and Conversations reports, in the Reports module of the platform, and offer a clear view of individual productivity and customer satisfaction, allowing you to identify bottlenecks and continuously improve service.
With Papo's unified inbox bringing together channels such as WhatsApp, Instagram, and email in a single queue, reports become the control center for managers. Instead of relying only on day-to-day perception, you analyze real performance data in real time.
Summary of key indicators
| Indicator | What it measures | Where to find it in Papo |
|---|---|---|
| First Response Time | Time until first contact with the customer after the conversation opens | Conversations report |
| Average Response Time per Agent | Average time each agent takes to send the first message in a new conversation | Agents report |
| Resolution Time | Total duration of the conversation, from opening to closing | Conversations report |
| Resolved Conversations | Total completed services per agent or team | Agents report |
| SLA (Service Level Agreement) | Percentage of conversations answered within the deadline defined by the operation | Agents report |
| CSAT (Customer Satisfaction) | Average rating from 1 to 5 given by customers after service | CSAT section in Reports |
Where to access and how to interpret the indicators
All tracking starts in the Reports module, accessible from the platform's side menu. There you apply period filters (Today, Last 7 days, Last 30 days) and explore different sections:
- Agents Report: displays an individual performance ranking, with columns for average response time, resolved conversations, and SLA. Use this panel to compare agility among agents and identify who is overloaded or below target.
- Conversations Report: brings total message volume, distribution by channel, and global time metrics, such as first response time and resolution time. It is the ideal view to plan schedules, detect demand peaks, and evaluate overall service efficiency.
- CSAT: within Reports, the CSAT area shows the account's average satisfaction score and the list of most recent ratings, with the score and responsible agent. This way you cross-reference customer perception with productivity data.
Detailed analysis of efficiency indicators
Response time and SLA
First response time (from the Conversations Report) and average time per agent (from the Agents Report) reveal service agility. If the numbers are high or rising, there is usually team overload, failures in conversation distribution, or a need for automation.
SLA shows the percentage of services that met the agreed deadline. A low SLA indicates that many customers wait longer than acceptable — a sign to review processes, train the team, or configure automatic responses with AI, such as Papo's Super Chat, to provide immediate feedback while the human agent gets ready.
Resolved conversations
This metric measures the volume of services completed by each agent or by the team. Combined with response time and CSAT, it helps you understand whether high productivity is coming at the expense of quality — or whether the team delivers speed and satisfaction at the same time.
CSAT (Customer Satisfaction)
Papo allows you to capture customer opinions with ratings from 1 to 5 at the end of service. The overall average and ratings per agent show whether the experience is positive. Low scores are an alert to review scripts, invest in training, or adjust the tone of interactions. Since data is presented alongside the conversation and agent, it is easy to identify where to act.
Who this tracking is most useful for
- Service managers and supervisors who need to make data-based decisions.
- Operations with multiple channels integrated in Papo, such as WhatsApp, Instagram, and email.
- Companies that want to reduce response time with automation, without losing human control.
- Teams that have adopted SLA targets and want to monitor compliance per agent.
Frequently Asked Questions
What is the difference between first response time and average response time per agent?
First response time (Conversations Report) measures how long, on average, the customer waited until receiving any reply after starting the conversation. Average time per agent (Agents Report) focuses on individual performance: how long each agent takes to send the first message in a new interaction.
Is SLA calculated automatically?
Yes. SLA reflects the percentage of conversations answered within the deadline established in your account settings. The Agents Report presents this value per agent and per team, allowing you to track whether targets are being met.
Can I see CSAT per agent or only the account average?
Papo displays both the overall account average score and recent individual ratings, with the score, conversation, and agent involved. This way you can recognize who is delivering the best experiences and who needs support.
Do reports separate performance by channel?
Yes. The Conversations Report shows the volume of services by channel (WhatsApp, Instagram, email, etc.), which helps you understand where customers demand the most and whether response time is balanced across channels.
How often is data updated?
Metrics are updated in real time, reflecting interactions as soon as they happen. Period filters allow you to compare performance across different analysis windows.
Can I export data to a spreadsheet?
Yes. From reports you can extract information to CSV and take the data to external spreadsheets, making presentations and complementary analyses easier.
Read also
- How to generate a monthly productivity report per agent
- How to export report metrics to external spreadsheets
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