How to Interpret the Real-Time Report?
This report is updated continuously, taking information about available agents and the number of conversations in the inbox.
❓Frequently asked question or initial context
TheReal-time Reportin Atom allows you to view continuously updated information on agent availability and the status of conversations in the different inboxes. This report is key to monitoring the operation minute by minute, identifying active agents, managing assignments and making quick decisions.
🛠Step-by-step to access and understand the Real-time Report
Access the Reports moduleFrom the left side menu, selectReports.
Access the Reports module
From the left side menu, selectReports.
Select the "Real-time report" tabAt the top of the screen, click on the corresponding tab to enter the report.
Select the "Real-time report" tab
At the top of the screen, click on the corresponding tab to enter the report.
Activate or deactivate the "Show only today's data" buttonThis button allows you to see only the transactions assigned during the current day. When activated, the data shown will correspond only to conversations that have been assigned today and their current status (incoming, active or closed).
Activate or deactivate the "Show only today's data" button
This button allows you to see only the transactions assigned during the current day. When activated, the data shown will correspond only to conversations that have been assigned today and their current status (incoming, active or closed).
Read the indicators available in the reportOnline agents: Shows the current transactions of agents who are active.Incoming: Number of new conversations in the inboxes.Active: Conversations that are currently being managed.With offline agents: Conversations in the inboxes of disconnected agents, which require intervention.
Read the indicators available in the report
Online agents: Shows the current transactions of agents who are active.
Incoming: Number of new conversations in the inboxes.
Active: Conversations that are currently being managed.
With offline agents: Conversations in the inboxes of disconnected agents, which require intervention.
See the Inbox by Agent sectionHere are the details:Agent's nameStatus (Online, Offline, Lunch, etc.)Assigned groupsConversations in their inboxActive and closed conversations
See the Inbox by Agent section
Here are the details:
Agent's name
Status (Online, Offline, Lunch, etc.)
Assigned groups
Conversations in their inbox
Active and closed conversations
Check the Today sectionDetails:Number of new customers served during the dayNumber of conversations with a categorized End (positive or negative)
Check the Today section
Details:
Number of new customers served during the day
Number of conversations with a categorized End (positive or negative)
See the Inbox by Group sectionHere are the service groups and the number of incoming and active conversations per group.
See the Inbox by Group section
Here are the service groups and the number of incoming and active conversations per group.
Check the Offline Agent Conversations sectionShows the active conversations in the inboxes of offline agents, including:Agent's nameInvolved customerLink to the conversation
Check the Offline Agent Conversations section
Shows the active conversations in the inboxes of offline agents, including:
Agent's name
Involved customer
Link to the conversation
💼Practical example or use case
A supervisor filtered theReal-time Reportby activating the "Show only today's data" option to find out how many conversations were assigned to the agents of a specific group. In the morning, the data was displayed correctly. However, later in the day, the report showed zero values.
This is because, when activating the "only today's data" filter,the report only shows the conversations that were assigned during that dayand their current status. If agents do not receive new assignments at that time, the report may show zeros.
This behavior is expected and does not represent an error. To compare data, it is also recommended to consult the Tracking module with a filter byCreation date = Today, taking into account that this filter only shows conversations with new customers.
📝Additional notes
The real-time report is updated automatically and does not require manual reloading.
Supervisors can only view agents in the groups to which they are assigned.
The "Show only today's data" option is useful for daily tracking, but may hide conversations assigned on previous days that are still active.
📞When to contact support?
We recommend writing to us if:
The report does not load or does not update.
The "Show only today's data" button does not work.
You do not see information from agents who should be available.
When contacting us, please include:
Screenshots of the report with the observed behavior.
Indication of the time when the problem occurs.
What filter you were using (with or without "today's data").
IMPORTANT: The user with the "Supervisor" role can only view those users belonging to groups to which he/she is assigned.