What is respond.io?
Setting Up an Account
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
WhatsApp Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Green Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
Meta Business Verification
WhatsApp Message Templates
WhatsApp Business Platform (API) Channel Configuration
WhatsApp Messaging Limits
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business Platform (API)
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
Facebook Private Replies
Facebook Message Tag
Google Business Messages
Website Chat Widget
Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
Dashboard & Reporting
Assignment and Closing a Conversation
Interacting with Respond AI
Using AI Assist
Workflow Steps Overview
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Trigger Another Workflow
Step: Date & Time
Step: HTTP Request
Step: Add Google Sheets Row
Step: Respond with AI
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Growth Widgets
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Setting: Respond AI
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring Mobile App Settings
Handling Inbound Conversations
Create Automated Welcome and Away Messages
Get Contacts’ Consent for Personal Data Collection
Create Automated Chat Menus
Collect Contacts’ Emails and Phone Numbers
Route Contacts by Shifts
Route Contacts by Team Functions
Route New & Returning Contacts
Route VIP Contacts
Assignment Strategy: Automatic Contact Distribution & Load Balancing
Assignment Strategy: Unassign Agents after Conversations Closed
Converse with Customers
Understand the Individual: Get a Complete View of the Customers
Collaborate Internally: Simplify Customer Escalation with Automation
Collaborate Internally: Transfer Contacts to the Next Shift Automatically
Respond Intelligently: Optimize Agents’ Productivity in the Messages Module
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Supervising Your Support Agents
Reporting for Support
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Supervising Sales Agents
Reporting for Sales
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Make (formerly Integromat)
We love to hear from you!
Table of Contents
- Getting Here
- Report Components
Updated by Wai Ting Yong
- Getting Here
- Report Components
The Leaderboard report provides a visual representation of data that shows how users or teams are performing relative to each other on a specific metric. Managers can use these metrics to highlight exceptional performing agents or teams, or identify agents or teams that requires improvement.
Each metric ranks top performers at the top of the list and only the top 10 users or teams will be listed on the chart. Use filters to compare specific set of users or teams.
Navigate to the Reports module and click Leaderboard.
- Frequency and date — Select a date range from the drop-down list to be applied to the report. Alternatively, you can define the date range by frequency. The following options are available:
- Last 7 Days
- Last 14 Days
- Last 30 Days
- This Month
- Last Month
- +Add Filter — You can refine the view of the report components by adding more filter(s). The following filters are available:
- User - Use this to view the performance of a specified user(s).
- Team - Use this to view the performance of a specified team(s).
- Clear All — You can use this option to reset the filters to the default selections.
- The selected filter(s) are not applicable here: This means the filter(s) you have selected are not applicable to the chart.
- The selected filter(s) have no applicable data: This means no data is available for the selected filter(s), for e.g. the chart is new and only available at a date later than the selected date range.
Conversations Assigned (by User or Team)
The users’ or teams’ number and percentage of conversations assigned within the selected period. The number of assignments is added every time a conversation is assigned to a user or team.
Compares the users’ or teams’ number of conversations assigned within the selected period.
The users’ or teams’ percentage and total number of conversations assigned within the selected period.
Conversations Closed by User or Team
The number and percentage of conversations closed by users or teams within the selected period. The number of conversations is added every time a conversation is closed by a user or team.
Compares the users' or teams' number of conversations closed within the selected period.
The users' or teams' percentage and total number of conversations closed by users or teams within the selected period.
The next few charts compare users’ or teams’ performance on metrics related to response and resolution time. Use the drop-down menu on the top right of each chart to switch between group by User and group by Team views.
Average First Response Time
The average amount of time taken by users or teams to send the first response to Contacts from the time when the conversations were opened, within the selected period. This metric is attributed to the user who provided the first response.
Average First Assignment to First Response Time
The average amount of time taken by users or teams to send the first response to the Contact from the time when the conversation was first assigned, excluding the time to assignment. This metric is attributed to the user who provided the first response.
Average Response Time
The average amount of time taken by users or teams to respond to Contacts within the selected period. This metric includes all responses given by the user in all conversations, regardless of the assignee of the conversations.
Average Resolution Time
The average amount of time taken by users or teams to close conversations from the time when the conversation was opened, within the selected period. This metric is attributed to the user who closed the conversation.
Average First Assignment to Close Time
The average amount of time taken by users or teams to close conversations from the time when the conversation was first assigned, excluding the time to assignment. This metric is attributed to the user who closed the conversation.
Average Last Assignment to Close Time
The average amount of time taken by users or teams to close conversations from the time when the conversation was last assigned to the user, within the selected period. This metric is attributed to the user who closed the conversation.
Feeling stuck? Do not fear.Need assistance? Contact us for support. Help is here!
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View the delivery rates of broadcasts to gain insights into the performance and delivery data of the broadcasts.
View the Contact assignment activity on the platform.
View the response rate of conversations so you know if your Contacts’ inquiries are being attended to in a timely manner.