⏱️ What is the Real-Time Report?
Unlike the rest of the reporting that updates once a day, the Real-Time Report is the only dashboard in Atom that updates its information continuously.
It allows you to have a live "X-ray" of your operation: it is key to identifying how many agents are active, how workloads are being distributed across different inboxes, and making quick decisions in the face of demand spikes.
🛠️ How to access and read the main indicators
To access it, go to the left side menu, select Reports and click on the Real-time tab. At the top of this dashboard you will find the vital indicators of your operation at that exact moment:
Agents online: The total number of advisors who are connected and ready to operate.
Incoming: Number of new conversations that are "in queue" or waiting to be handled in the inboxes.
Active: Conversations that have already been taken and are currently being managed by the team.
With agents offline: Shows the number of conversations that remain in "Active" status but are in the inbox of agents who have disconnected. These conversations usually require intervention or quick reassignment to avoid affecting the customer.
🧩 Detailed sections of the report
As you scroll down the report, you will find blocks with detailed information for deeper analysis:
Inbox by agent: Details individual performance. You will see the advisor's name, their current status (Online, Offline, Break, Lunch, etc.), which groups they belong to, and the exact workload in their inbox (how many active, incoming, and closed conversations they have).
Today: A summary of daily productivity. Shows the number of new customers served during the day and the number of conversations that already have a classified end (positive or negative closures).
Inbox by group: Groups the volume of incoming and active conversations depending on the groups or departments providing support (e.g. Sales, Support, Retention).
Offline agent conversations: Breaks down the alert indicator mentioned above. Shows you a list with the name of the disconnected agent, the customer involved, and a direct link to the conversation so a supervisor can audit it or reassign it.
📅 The "Show only today's data" filter (Use Case)
At the top you will find a button called "Show only today's data". It is important to understand how it works to avoid confusion when cross-referencing data:
What does it do? When activated, the report hides old conversations and shows you only the interactions that were assigned to agents during the current day, indicating their current status.
Practical case: A supervisor filters by "today's data" in the morning and sees high volume. In the afternoon they check again and the report shows zero values. Is it an error? No. This means that during the afternoon no new assignments have come in for that group. The conversations that came in the morning have already been handled, and conversations from previous days are hidden by the filter.
Recommendation: If you want to see the full picture of the inbox (including accumulated cases from previous days), keep this button disabled.
⚠️ Visibility Rules and Support
🛑 Important for Supervisors: A user with Supervisor role will only be able to view agents in this report who belong to the same groups to which they are assigned. If a supervisor does not see data or if it appears empty, you should first verify that they are added to the correct groups in their profile.
📞 When to contact technical support?
This report does not require you to manually reload the page, as it updates itself. However, we recommend writing to our team if:
The report does not load at all or freezes.
The "Show today's data only" button does not respond.
You cannot see information for agents, even though you are correctly assigned to their groups. (Note: When contacting us, include screenshots, the exact time of the issue, and whether you had any filter activated).
Keep the pulse of your operation! 🚀
The Real-Time Report is the command center for supervisors. Use it daily to balance workloads, rescue customers from disconnected advisors, and ensure your service levels remain impeccable minute by minute. ✅