📊 Getting to Know Reporting in Atom
The reporting section is an essential tool for measuring the health of your operation. It is designed to provide a comprehensive view of your company's most relevant metrics, allowing you to effectively track performance, evaluate your team's productivity, and make well-informed strategic decisions.
🔐 How to access the reports
To view the metric dashboards, you need to have the appropriate access level:
Log in with an account that has the Administrator or Supervisor role.
Go to the left sidebar menu of your platform.
Click on the Reports module.
📂 Types of Reports available in Atom
According to the current structure of the platform, Atom divides information into specialized dashboards to facilitate your analysis. Below, we present each report exactly in the order you will find them in your menu:
Real-time: It is the only report that updates continuously (instantly). It allows you to live monitor the number of agents connected at that exact moment and the volume of active conversations waiting in the inbox.
General Report: Used as a general view of performance and conversation generation, to determine how they arise and where they go. This report focuses on conversations (interactions, leads, or cases) and all its main metrics revolve around them.
Contact Stages: Represents the number of unique people (based on their phone numbers) who have initiated at least one conversation. It measures how many of these contacts advance through the different phases of your funnel, from an initial Awareness state, through Lead and MQL, to reach SQL (the final phase that represents the highest possibility of sale).
Flow Analysis: Analyzes the individual effectiveness of each active flow. Details for each flow the number of conversations and shows how these are divided among different stages: service, sales, or both. It also allows you to see how customer decisions are distributed across the different components and branches of the bot.
Click to WA: Measures the number of Meta ad campaigns that have generated traffic within Atom. Allows you to visualize the total investment made in connected accounts and calculates the exact cost by dividing what was spent by the conversations generated.
Web Traffic: Measures the volume of interactions originating from your website through the plugin. Since the exact identity of the customer is not always known immediately through this channel, each interaction via the web plugin is considered independently.
Campaigns: Evaluates all campaigns that have been active (flows, templates, webhooks, etc.). Shows a conversion funnel that traverses historical points cumulatively: send attempts, successful sends, reads, replies, and assignments.
Agent Care: A section designed to focus exclusively on agent performance and the work they have done. Stops considering any interaction or performance that was generated or handled by the bot. Measures service levels, first response times, and typifications manually applied by the team.
Agent Status: Concentrates human availability metrics. Here you evaluate the time each advisor spends in different connection states (Online, Offline, Break, Lunch, etc.), ideal for auditing shift adherence.
Agent Calls: Exclusive for evaluating calls in which the outbound agent made the call attempt manually. Breaks down the total number of call attempts made, how many were actually answered, and the average duration spent.
Voice Smarton Calls: Measures the performance of calls managed automatically by Artificial Intelligence (inbound type or flows). Allows you to detail the results obtained by each Smarton according to the evaluation configuration (prompts) established.
Audit: A view that concatenates several of the metrics listed above to allow raw and tabular analysis of the information.
Billing: Helps you visualize your account consumption and gives you an overview to review or project your platform's operating costs.
⚙️ Key features and First Steps
To get the most out of your reporting, keep the following tools and system rules in mind:
Metric Interpretation (Tooltips): If you have doubts about how an exact number is calculated, simply hover your cursor over the information icon (i) that accompanies each metric to read its detailed definition and business rule.
Persistence and Updates: Atom maintains a data history available for 6 months. All reports (except for Real-time) are updated once daily automatically.
Time Zone: To ensure the accuracy of your metrics when cross-referencing data, the system uses the time configured in your account. You can verify or change it in Settings > My Company > Settings.
Audit Downloads: If you need to process data at a granular level in Excel or another system, go to the Audit tab within your report, click on the three dots icon (⋮) and select the download format (CSV or Excel). Keep in mind that the export limit is 1 million records.
Take full control of your operation! 🚀
By mastering the different reporting modules, you will have the power to identify bottlenecks, optimize your team's response times, and ensure a first-class customer service experience. ✅