❓ Why don't the numbers match?
You've probably noticed that when comparing the number of conversations or contacts between the different Atom modules, the information doesn't match. Don't worry! It's completely expected that they don't show the same amounts.
This happens because these three modules are designed for very different operational purposes and measure different stages of the customer journey.
Below, we explain how each one works:
📇 1. The Customers Module (Your Database)
It functions as the main database or CRM of Atom. All profiles of customers who have interacted with your company are stored there, and it will show you which customers are currently assigned to each advisor.
Watch out for filters: The amount will vary depending on what you're looking for. The Creation Date filter will bring new customers from that day, while the Update Date will show you profiles where some information field was modified (which doesn't necessarily mean the advisor chatted with the customer that day).
👁️ 2. The Tracking Module (Your Live Radar)
This module is designed for supervisors to take immediate actions. It will show you exclusively what an advisor has ACTIVE in their inbox at that precise moment.
Why are there fewer numbers here? Because everything the advisor has already classified or closed automatically disappears from this view to keep the inbox clean.
📊 3. The Service Level Report (The Work History)
Unlike the tracking module, this report will show you the entire volume of work that an advisor managed during a given date.
It will show you the actual performance and total workload, regardless of whether the conversations are still active, have already been classified, closed, or transferred to another colleague.
🎯 Practical cases: Where should I go based on what I'm looking for?
To avoid confusion, we recommend choosing the right module based on the objective of your analysis:
I want to review my advisors' performance during the day (today): 👉 Solution: Use the Real-Time Report. This will show you globally the number of Incoming conversations, the ones that are still Active, and the ones that have already been Closed during the day.
I want to see how many conversations an advisor currently has assigned: 👉 Solution: Go to the Tracking Module. It's the best place to see the live workload (what hasn't been closed yet) of an advisor or group.
Become an expert analyzing your operation! 🚀
Understanding the nature of each module will allow you to find the correct information in the right place, avoiding confusion in your metrics and allowing you to audit your team with total precision. ✅