🔎 Key Reporting Concepts
To read your reports successfully, we first need to align how Atom classifies each interaction:
Conversation: Starts with the first message (from the customer or bot/agent) and ends when it receives a closing classification, showing the "management completed" message.
Attended: Considered attended only if, after the customer's message, there is at least one human response from the agent.
Classified: Occurs when an agent applies a classification manually. (Note: Automatic closures due to inactivity do not count in this metric).
Sale: If at any point in the chat the agent applies a classification configured as "sales type", the entire chat will be counted as a sale.
Reassignment: If a chat changes agents, the time metrics of the first agent are deleted and the clock starts from zero for the new responsible agent.
Contact: Is the history of a user by channel.
Same number on the same channel = 1 contact.
Same number on 2 different channels = 2 contacts.
2 different numbers on the same channel = 2 contacts.
🤓 How Reports Work in Atom
Updates: Most reports update once per day (except the Real-Time dashboard, which is immediate).
History and Filters: You can query up to 6 months of data. If you apply filters, they will be maintained while you navigate between tabs of the same report, but will reset if you change to a different report.
Downloads: You can export the audit in Excel or CSV with a limit of up to 1 million records. The file's time zone will be the one you have configured in My Company Information.
⚖️ Understanding Data Differences (Troubleshooting)
It's common to notice discrepancies when cross-referencing information between different panels. Here's why:
1. Billed Conversations (Meta) vs. Reporting (Atom)
Meta (WhatsApp): Charges per "windows" of 24 hours from the first message.
Atom: Measures the chat from opening until it is closed by classification.
Consequence: A single Meta charge can appear as two chats in Atom if the agent closed it and the customer wrote back the same day. Conversely, two Meta charges can appear as a single chat in Atom if the conversation lasted more than 24 hours without being closed.
2. Conversations Started vs. Successful Sends
In the General report, "conversations started" (outbound) may be lower than "successful sends" from the Outbound report. This occurs because you can send a template to a customer who already had an open chat with you, so it counts as a send, but not a new conversation.
3. Differences in Assignment Dates
The General Report records the conversation based on the date of the first message.
The Service Level Report records it based on the date and time it was assigned to the agent.
⚙️ Service Level Configuration (SLA)
For your reports to reflect your service targets, you must configure your Service Level:
Go to Settings > Reports > Preferences.
Define your target time (for example, 10 minutes).
Choose how to measure it: First response time (the system defaults to 3 minutes) or Average response time.
⚠️ Important Note: Any changes you make here are retroactive. At the next daily update, the system will recalculate your entire history based on your new target. If a supervisor doesn't see data in their report, make sure they have the group they're trying to consult assigned to them.
Master your metrics! 🚀
Knowing exactly how Atom calculates each interaction allows you to make strategic decisions based on real data. Configure your service targets and take your team's efficiency to the next level. ✅