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Team members

Name	Email	Chats team	Chats role	Open chats	Account	Status

Name	Team	Chats handled	Messages sent	New chats started	Median reply time	Replied within 1 h	Missed (24 h)	Closed	Open now	Waiting now

Customer	Team	Owner	Waiting	Free-reply window left

How these figures are measured

Reply time runs from the customer's first message after our last reply to the next reply sent to them. Several customer messages in a row count once. It is clock time, so a message sent at night and answered in the morning counts as an overnight wait; the median keeps one such wait from dominating.
A reply is credited to whoever sent it, even if the chat belonged to someone else.
Missed: no reply within 24 hours, so WhatsApp's free-reply window closed and only a paid template can be sent. It counts against whoever owned the chat when the 24 hours ran out; in the unassigned queue it counts against no one.
A chat closed before anyone replied (for example after a "thank you") is not counted as missed.
Group chats count towards chats handled and messages sent, but not towards reply time or missed messages.
Days are Cairo days. "Open now" and "Waiting now" are as of this moment, whatever the period.