This report only considers bots created with Flowbuilder and allows you to analyze both the general interaction and the detail of the path users take within a bot.

Includes the following tabs:

A conversation is considered abandoned when the customer stops interacting:

During a flow or bot: if the customer no longer responds and remains at a point that is not the end of the flow or assignment.

With assigned agent: if after the assignment the client does not send any more messages.

An "assigned" conversation is one that has been delivered to an agent, either automatically (by bot) or manually.

If that conversation is passed to another agent before being closed, it is considered "reassigned". Time metrics (first response and average) are eliminated and measured again from scratch for the new agent.

Available filters:

Main metrics:

📌Important about classifications:

The reports only consider the last classification applied to the conversation, since that is what determines the closure.

If a conversation had multiple classifications, only the last one will be shown.

This is an expected behavior of the system and is aligned with the objective of correctly classifying each management.

🔎Example:

Day 1: the bot applies a negative classification.

Day 2: the client re-enters and an agent applies a positive classification.

When running the report filtering by Day 2, only the last positive classification will be seen.

If you want to analyze all the intermediate classifications within the bot, it is recommended to use the Bots Flow tab.

Visualize the customer's journey within the flow:

📌Important about tags:

Although this tab shows the path by tags, the data depends on the tags remaining active in the flow.

If a tag was deleted or modified in the bot, it will no longer appear in the report, even if it appears in old records.

🔎Frequent case:

When reviewing the "March 2025 Event" bot, it was detected that the tag "GP Interested Groups" does not appear because it was removed from the flow. Therefore, the system no longer recognizes it as active and does not reflect it in the current results.

Includes all the fields mentioned in the report, such as channel, date, bot name, assignment, tags and last classification.

📌 How to see more than one classification per customer?

It is not possible to visualize all the classifications applied in a conversation in the same report. Only the last one is shown.

To see multiple classifications applied by the bot, it is recommended to use the Bots Flow > Classification Path tab, which will show the number of times a conversation passed through each one.

📌 Why are bot and agent classifications mixed when filtering by abandonment?

This happens because the "Abandonment" classification is based on the type of flow end, not on the classification applied. Therefore, the summary of classifications may include classifications made by an advisor, even if the conversation started with abandonment.

📌 Why does the download show less data than the KPI on screen?

When exporting the classification summary and applying filters, it may appear that there is less data than in the Atom KPIs. This may be due to:

Started conversations do not have a time limit if they are not classified.

It is essential to ensure the correct classification of each conversation to maintain traceability.

The metrics in this report do not represent the same value as the Your Subscription section, as the reporting is based on the flow and not on billing for effective conversations.