Understanding the WhatsApp Groups Report
What is this report, in simple terms?
If your business uses WhatsApp Groups — for example, a client deal room, a community group, or a support group — you've probably wondered things like: "Is anyone replying in this group?" or "Which groups have I forgotten about?"
The WA Groups report answers exactly this. It's a new report inside Enterprise Analytics → Segmentation Reports that shows you what's happening across all your WhatsApp Groups, without you having to open each group one by one and scroll through it.
Think of it as a dashboard for your groups: how many are new, how many are active, how many are stuck waiting for a reply, and how fast your team is actually responding.
Where do I find it?
Open Enterprise Analytics from the left sidebar.
Go to Reports.
Click to create a new report.
Under Type of Report, you'll see five options: Chats, Messages, Telephony, Team Members, and WA Groups. Select WA Groups.
The two ways to build this report
Once you've selected WA Groups, you'll be asked to choose a setup mode. Don't worry, this sounds more technical than it is:
Multiple Metric Report Pick several metrics at once (like New Groups Created and Active Groups together) and see them side by side in one table. Good for a quick, all-in-one snapshot.
Multiple Level Report Pick just one metric, and then split it by a category (called a "breakdown"). For example, take the metric "Open Groups" and break it down by "Chat Status" so you can compare Open vs Closed at a glance. Good for a deeper look at one specific thing.
If you're just getting started, use Multiple Metric Report first — it's simpler and gives you the full picture in one go.
The 8 metrics, explained simply
These 8 metrics fall into 3 categories. Here's what each one actually means:
Group Volume & Status (how many groups exist and what state they're in)
New Groups Created – how many new WhatsApp groups were started in your chosen time period
Active Groups – how many groups currently have people actively talking in them
Open Groups – how many groups are marked as still open (not resolved/closed)
Closed Groups – how many groups were marked closed in that period
Groups Assigned – how many groups were handed over to a specific agent or manager
Group Queue & Response Management (are groups being replied to?)
Waiting at day end – groups that ended the working day with no reply sent. This is your "backlog" number.
Awaiting reply – groups that are, right now, sitting without a reply. This is the live, real-time version of the same thing.
Group Performance (how fast is the team responding?)
Response Time (min) – how many minutes it takes your team to reply to a message in a group. You can view this as:
Avg (the average across all groups)
P50, P75, P90, P95 (percentiles — P90 for example tells you "90% of replies happened within this many minutes," which helps you spot slow outliers that an average would hide)
Max / Min (your slowest and fastest reply times)
Filters and Breakdowns (how to narrow down what you see)
Filters let you shrink the data down to just what you want to see. For example, you could filter to just one Reporting Manager, one Team Member, one Channel, only Open chats, or only messages containing a specific keyword.
Breakdowns work a little differently — instead of shrinking the data, they split it into categories so you can compare. For example, you could break your data down by Message Status (Sent, Received, Read, Failed, Delivered) or by Sender Type (was the message sent by a person, or by an automated Public API?).
Simple rule of thumb: use a filter when you want to look at less data. Use a breakdown when you want to compare groups within the data.
Choosing your date range and granularity
At the top of the report, you'll set:
Date range – Today, Yesterday, 7 Days, 30 Days, or a Custom range
Granularity – how the data is grouped: Per hour, Per day, Per month, or Summary
If you want to see a day-by-day trend (recommended for most beginners), choose 7 Days with Per day granularity. This gives you a clear week-long trend line without overwhelming you with too much detail.
Why does this report matter?
Group chats are easy to lose track of. Multiple people are posting, questions get buried, and it's genuinely hard to know which groups are being quietly ignored — until now a customer complains.
This report solves that by turning a vague worry ("are we keeping up with our groups?") into an actual number you can check daily: how many groups are waiting, how many are backlogged, and how fast your team typically replies.
What can I actually do with this data?
Spot neglected groups early – check "Waiting at day end" and "Awaiting reply" daily to catch backlog before it grows
See who's doing well (and who needs help) – use the Reporting Managers or Team Members filter/breakdown to compare performance across people
Set realistic response-time goals – use the P90/P95 percentiles (not just the average) to understand your worst-case delays, since averages can hide bad outliers
Check specific topics or compliance needs – use "Message Contains" or "Message not Contains" to isolate groups discussing certain keywords
What results should I expect if I check this regularly?
Teams that check this report consistently typically see:
Faster group response times, because backlog gets caught early instead of piling up
Clearer accountability, since performance can be traced back to a specific person or team
Better staffing and process decisions, because you're relying on real trend data instead of guesswork
Quick Recap
Go to Enterprise Analytics → Reports → Type of Report → WA Groups
Choose Multiple Metric Report (simple, side-by-side) or Multiple Level Report (one metric, broken down)
Pick your metrics from the 3 categories: Volume & Status, Queue & Response, Performance
Optionally add filters (to narrow) or a breakdown (to compare)
Set your date range and granularity, then click Save and Update
Last updated