Team supervision
Supervise your WhatsApp support team with data, not guesswork
Volga shows how each agent works (conversations, messages, time to first reply and average reply time) and, for the whole team, handoffs and estimated customer satisfaction, for the period you choose.
When several people answer the same WhatsApp number, replying is not the hard part. Knowing who replies, how long it takes and what falls through the cracks is. Volga brings that information together in reports a manager can review in minutes.
What Volga gives you
Per-agent metrics
Filter reports by person and compare the activity of each team member over the same period.
Time to first reply
See how long a customer waits for a first answer, overall and per agent, for the period you choose.
Customer satisfaction
On plans with AI, Volga estimates the satisfaction score (CSAT) of closed conversations from their content, and you can follow the average by period.
Status of every line
See which WhatsApp numbers are active and which have gone quiet, with inbound and outbound messages for each one.
What a manager needs to see every day
Supervising a support team shouldn't mean reading chats one by one. What helps is a view that quickly answers three questions: how much work came in, who handled it, and where things are getting stuck.
Volga's reports show conversation, customer, lead and agent activity for any period you choose, and let you filter by a specific team member.
- Conversations and customers handled in the period.
- Messages sent by each agent.
- Time to first reply.
- Handoffs from the AI to a person.
Closing a conversation well is measured too
The closures report lists finished conversations with who closed them, when, and on which channel. When a case needs follow-up, it stays flagged so someone can pick it up and complete it.
That record can be exported as CSV or PDF, which helps when reviewing cases with the team or sharing a summary with leadership.
- Who closed each conversation and when.
- Cases with pending follow-up.
- CSV and PDF export.
From metrics to action
A first-reply time that climbs from one period to the next usually means that shift is understaffed or that automated replies don't cover it. Many handoffs about the same topic usually mean the knowledge base is missing information.
Volga pairs supervision with the tools to fix it: conversation assignment, AI-powered automatic replies and a knowledge base the team can keep up to date.
FAQ
Common questions
Can I see how a specific agent is performing?
Yes. Reports can be filtered by agent and by period, and they show each team member's activity and messages.
Does Volga measure customer satisfaction?
Yes, as an estimate. On plans with AI, when a conversation is closed the AI estimates customer satisfaction on a 1 to 5 scale, and reports show the average of the conversations it could analyze as estimated CSAT. It is not a survey sent to the customer.
Can I export the data?
The closed-conversations report can be exported as CSV and PDF, including the detail of a single case.
Try it with your team
Create a free account, connect your WhatsApp number and invite your team.
Start free