📊 Agent Report in Atom
The Agent Report is a tool designed for each user with an Agent role to be able to track their own performance in detail within the Atom platform.
✅ Why is this report important?
The Agent Report will allow you to:
Monitor your performance autonomously
Monitor your performance autonomously
Identify opportunities for improvement
Identify opportunities for improvement
Have clarity about your response times, conversations, and sales achievements
Have clarity about your response times, conversations, and sales achievements
You can consult it at any time from your Home and adapt the filters according to your needs.
🧭 Where is it located?
As soon as you enter Atom, you will find direct access to the Agent Report on the Home screen. This report is personal: you will only be able to view your own metrics, without access to information from other colleagues or teams.
🔁 How often is it updated?
The report data is automatically updated twice a day: at 6:00 AM and 6:00 PM (GMT-6).
The report data is automatically updated twice a day: at 6:00 AM and 6:00 PM (GMT-6).
📅 What data period does it include?
The Agent Report includes information corresponding to the last 30 days. By default, when entering you will see today's date loaded and the data corresponding to your configured work schedule.
🧩 What information does it show?
This report is divided into three main tabs, each focused on a key aspect of your activity:
1. Summary
Here you will find a general overview of your performance:
Number of conversations assigned, answered, and classified
Number of conversations assigned, answered, and classified
Average response times
Average response times
Sales made
Sales made
A graph with the distribution of conversations assigned throughout the day
A graph with the distribution of conversations assigned throughout the day
2. Groups
If you participate in different support groups within the platform, this tab allows you to see your performance segmented by group.
3. Audit
In this section you will be able to consult:
The detail of each conversation attended
The detail of each conversation attended
Customer information
Customer information
A direct access link to the conversation, so you can review the complete history
A direct access link to the conversation, so you can review the complete history
🔍 Can I apply filters?
Yes. The filters available in the report allow you to personalize the information according to what you need to analyze:
Assignment date (default: today)
Assignment date (default: today)
Work schedule (default according to your configuration)
Work schedule (default according to your configuration)
Channel
Channel
Group
Group
Support category
Support category
🧠 Integrated help
Within the report you will find:
An information icon (i) that explains how some key metrics are calculated
An information icon (i) that explains how some key metrics are calculated
A "Instructions" tab with: A tab with direct access to the Knowledge Base A explanatory video that will help you understand how to use the report in depth.
A "Instructions" tab with:
A tab with direct access to the Knowledge Base
A tab with direct access to the Knowledge Base
A explanatory video that will help you understand how to use the report in depth.
A explanatory video that will help you understand how to use the report in depth.