Is it possible to monitor which users view conversations from other groups in Atom?
In this article, we explain what type of actions Atom records within a conversation and whether it is possible to know who viewed conversations from other groups.
❓Frequently Asked Question or Initial Context
In Atom, administrators and supervisors often want to know if it is possible to track which users access or view conversations that belong to groups other than their own. This information is crucial to ensure privacy, security, and compliance with the organization's internal policies.
🛠Troubleshooting Section: Step by Step
Review the actions recorded in conversations: Atom records active actions taken in a conversation, such as: Reassignments Typifications Responses These actions are reflected in the conversation history, providing a clear record of the interactions made.
Atom records active actions taken in a conversation, such as: Reassignments Typifications Responses
Reassignments
Typifications
Responses
These actions are reflected in the conversation history, providing a clear record of the interactions made.
Verify user permissions: Ensure that users have the appropriate permissions to access conversations from other groups. The configuration of roles and permissions can limit or allow access to certain conversations.
Ensure that users have the appropriate permissions to access conversations from other groups.
The configuration of roles and permissions can limit or allow access to certain conversations.
✅Possible Solutions
Read and use the Service Level and Agent Status Reports: You can use the Service Level Reports to know everything about the actions taken in a conversation by your agents.
You can use the Service Level Reports to know everything about the actions taken in a conversation by your agents.
Request additional functionalities: If your organization requires specific monitoring capabilities, you can contact the AtomChat support team to discuss possible developments or customized solutions.
If your organization requires specific monitoring capabilities, you can contact the AtomChat support team to discuss possible developments or customized solutions.
📝Additional Notes
Currently, Atom does not record passive actions, such as simply opening or viewing a conversation.
📞When to contact support?
If you need advanced monitoring capabilities or have specific requirements related to the auditing of user activities, it is recommended to contact the Atom CSM team, proposing the Feature Request that you consider appropriate for your business. Our product team will evaluate and consider it.