Tracking Module
In this article, you will find the functionalities and purposes of the tracking module.
⚠️ Only users with the Supervisor or Administrator role have the necessary permissions to access the Tracking module.
What is the tracking module, what is it for, and how do I access it?
The Tracking module allows Supervisors and Administrators to evaluate the level of service provided by agents in the different interactions that enter Atom.
It should be noted that this module will only show active conversations in the agent's inbox.
To access the tracking module, you must go to the left side menu as shown on the screen:
Here you can filter with multiple options, the search for specific conversations to evaluate the level of attention that was provided.
Among the filters that can be applied are:
Group: Allows filtering conversations through the different existing groups.
Agent: Allows filtering conversations that have been attended by a specific Agent.
Status: Filters conversations according to the status of the interaction (New, Open, Re-entry, Reassigned, Closed).
Typification: Filters conversations based on the latest typification it received.
Channels: in which channel(s) these conversations originated
Update Date: Allows filtering conversations according to the date on which it was updated.
Keep in mind that the Creation Date will filter by the date on which the contact was created, not just new contacts.
By selecting a conversation, you can consult the entire history of messages that were exchanged in the customer service process for that specific client:
How to Reassign conversations from the Tracking Module?
In the Tracking Module, it is possible to reassign your conversations to another group randomly, or in a personalized way so that it is reassigned to a specific agent.
To reassign conversations, follow these steps:
1. Select the customers you want to reassign
2 Click on the "Reassign Conversations" button
3. Select the group you want to reassign to and the type of reassignment (whether it is random or personalized and to the agent or agents involved.
4. Click on Reassign and that's it, your conversations will be reassigned according to the type of reassignment you have selected.
If a customer wants to see what an agent has attended to on a specific date, they can consult it in the service level reporting.