SHORT ANSWER
Measure response, resolution, quality and commercial outcomes without rewarding vanity metrics.
Five useful metrics
Track first response time, resolution time, reopened conversations, customer satisfaction and conversion to a meaningful next step.
Do not reward speed alone
A fast greeting followed by a long wait is not good service. Read speed together with resolution and quality.
Turn reporting into action
Review one declining signal, inspect a sample of conversations and test one improvement for a week.
Official references
Meta and WhatsApp policies and pricing can change. Verify the current official documentation before an operational decision.
