🔍 Getting to Know the Tracking Module
The Tracking Module is the operational control center in Atom. It is strategically designed so that leaders can evaluate, monitor, and manage the level of attention that agents provide to customers in real time.
🔐 Access and Key Rules
Required permissions: Due to the visibility it grants, only users with Supervisor or Administrator roles can access this panel.
Visibility: It is important to note that this module displays exclusively those conversations that are active (in progress) within the agents' inbox.
Location: You can enter by clicking "Tracking" in the left sidebar menu of your platform.
🎯 Advanced Search Filters
To facilitate the audit of large volumes of chats, the module has multiple filters that allow you to isolate specific cases in seconds:
Group: Isolate conversations belonging to specific work teams.
Agent: Review exclusively the chats being handled by a particular advisor.
Status: Segment conversations according to their management stage (New, Open, Re-entry, Reassigned, Closed).
Typification: Search interactions based on the last classification or label they received.
Channels: Identify on which platform (WhatsApp, Instagram, Web, etc.) the conversation originated.
Dates: Filter by Update Date to see chats with recent activity. (Note: The "Creation Date" filter searches for the day the contact was registered in the system, not necessarily when the current conversation started).
🔄 How to Reassign Conversations
If during your monitoring you detect that a chat is stalled or needs to be transferred to another team, you can reassign it directly from here:
Select the customers: Check the box corresponding to the conversations you want to transfer.
Start the action: Click the "Reassign Conversations" button.
Define the destination: Choose the receiving group and the type of reassignment (you can opt for a random distribution among those available or a personalized assignment to a specific agent).
Confirm: Click the Reassign button and the chats will move to the new assignee's inbox immediately.
💡 Atom Useful Tips
Detailed audit: By clicking on any conversation in the list, the entire message history will be displayed. This allows you to read the full context before giving feedback to the agent or intervening.
Historical search: Since this module focuses on real time (active chats), if you need to search for interactions that an agent handled on a past date and that are already closed, the best route is to consult them through the Service Level Reports.
Take the pulse of your operation in real time! 🚀
The Tracking Module is your best ally to ensure quality in customer service. By mastering its filters and reassignment tools, you ensure that no customer waits longer than necessary and that your team always operates at the highest standards. ✅