🔎 What is the General Report in Atom?
The General Report is used as the main visualization of performance and conversation generation on your platform. It helps you determine globally how interactions arise (their origin) and where they end up (their assignment and closure).
💡 Note according to system rules: This report focuses exclusively on conversations (cases, cases or leads). All metrics and graphs revolve around the life of that conversation, from the first message until it receives a final classification.
🧩 Structure and Report Tabs
The General Report consolidates information into three main tabs to facilitate your analysis:
General Tab: Shows global KPIs, including unique contacts, conversations initiated, assigned to agents, sales, the sales funnel and distribution of classifications.
Traffic Source Tab: Groups data depending on how conversations were generated (Campaigns, Webhooks, Click to WA, Manual messages, etc.). Note: Trend graphs by source show a maximum of 90 days.
Main filters available:
Conversation start date.
Channel (Platform + Line).
Type of origin (Click to WA, Webhook, Manual message, etc.).
Group and assigned agent.
Final classification.
🤓 Key Concepts for Interpreting Metrics
According to Atom's technical documentation, these are the rules that define your numbers:
Contacts vs. Conversations: A Contact represents a unique person (based on their client_id or phone number). A Conversation Initiated represents the case itself. If a customer contacts you twice at different times, you will see 1 Contact but 2 Conversations.
Assigned to agents: This metric indicates the volume of conversations that actually "jumped" from the bot and reached a human's inbox.
Final Classification: The General Report only saves and displays the last classification recorded before closing the chat.
Sales: Accounts for conversations that ended with a classification that you previously configured in the system as a "sales type".
⚙️ Troubleshooting: Resolving Frequently Asked Questions (Scenarios)
When auditing the trajectory of chats, it is common to encounter certain behaviors. Here we explain the 4 most common scenarios and how to interpret them:
📌 Scenario 1: Why does the conversation appear in a different group than it was initially assigned to?
The General Report reflects historical data and takes as valid the last action recorded before closure.
Example: A conversation was assigned by the bot to the "New Medicine" group, but then an agent manually reassigned it to "Medicine Consultation" and finished there. The report will show that that conversation belongs to "Medicine Consultation".
📌 Scenario 2: Conversations with "Automated Task" origin and a red error triangle
This behavior occurs when you configure an Automated Task (AT) to send an automatic quick response to customers who have been inactive for a long time.
The problem: If the AT executes (e.g. 20 hours later) and the 24-hour WhatsApp window has already expired, the send will fail. The system interprets this attempt as a new case, marking the origin as "AT" and displaying the error (red triangle).
Solution: Modify your AT to send an approved Template (Template Message) instead of a quick message, or change the trigger to depend on a classification rather than inactivity time.
📌 Scenario 3: Conversations that "were assigned" but appear without agent or group
If from the customer's view it seems there was an assignment, but in the report the agent/group fields appear empty (N/A), it means the assignment was never executed due to a flow condition (Bot).
Example: If the customer indicated a budget lower than required and your FlowBuilder flow is configured not to refer those cases, the case closes without a group. If you want all to be assigned, you will need to adjust your bot's logic.
📌 Scenario 4: Why don't I see the multiple classifications that a chat had?
As system rules dictate, the General Report only retains the last classification that defined the closure. If the bot classified something and then the agent changed it, you will only see the agent's.
Solution: If you need to see the complete journey and the customer's intermediate decisions within the bot, you must use the Flow Analysis Report.
📝 Additional Notes and Downloads
Audit Limits: The platform allows you to preview up to 2,000 records on screen. When you click download (.CSV or .XLSX), you can export up to 1,000,000 records.
Differences with Billing (Your Subscription): The metrics in the General Report will not match your invoices. Meta (WhatsApp) charges based on strict 24-hour windows, while Atom's General Report analyzes the complete conversation until it is classified, regardless of whether the case lasted minutes or several days.
Master reading your data! 🚀
Understanding how Atom processes reassignments, traffic sources and final classifications will allow you to perform accurate audits and make strategic decisions backed by the actual behavior of your operation. ✅