Frequently Asked Questions about Reporting
In this article, we will address the most frequent questions about reports at a general level, metrics, and service level.
Let's review some key concepts 🔎:
💬 What is considered a conversation?
A conversation begins with the first message, whether sent by the customer or the business. It ends when a closing classification is applied and the "management completed" message is displayed in the chat history.
💬When is a conversation considered attended?
A conversation is considered attended when, after a customer message, there is at least one agent response. If the agent never responds, it is not considered attended.
💬What does it mean to classify a conversation?
Classifications allow conversations to be categorized according to their outcome or status. A conversation is considered "classified" when an agent manually applies a classification, regardless of the type (positive, negative, follow-up, etc.). Automatic classifications due to inactivity closure are not considered for this status change.
💬How is it determined if a conversation was a sale?
From the Atom configuration, it is possible to mark certain classifications as "sale type". If at any point in the conversation a classification marked as a sale is applied, the conversation is automatically considered a sale, regardless of when it was applied.
💬 What happens if a conversation is reassigned?
When a conversation changes agents before it is closed, the metrics of the first agent (such as response time) are eliminated and everything is measured again for the newly assigned agent. The conversation will count in the final agent's reports.
📝 What is meant by contact?
In reports, "contact" is defined as the complete conversation history of a customer per channel. Some examples:
If a customer writes from the same number to the same channel: 1 contact.
If a customer writes from the same number to the same channel: 1 contact.
If a customer uses the same number but writes to 2 different channels of the company: 2 contacts.
If a customer uses the same number but writes to 2 different channels of the company: 2 contacts.
If a customer writes from 2 different numbers to the same channel: 2 contacts.
If a customer writes from 2 different numbers to the same channel: 2 contacts.
❓Frequently asked question or initial context
Those who consult Atom's reports often ask:
How often is the data updated?
Why are there differences between the metrics of different reports?
How are the invoiced conversations interpreted?
Where are the service level values configured?
This article offers clear answers to those questions to facilitate the analysis of the information.
🤓 Explanation
Atom offers different types of reports that allow you to analyze the operation. Most reports are updated twice a day, with the exception of the real-time report, which shows information instantly.
The reports allow access to up to 6 months of historical data, and each one can include several tabs. The applied filters are maintained when changing tabs, although they are not preserved when changing from one report to another.
Hovering over the (i) icon next to the metrics displays a brief description. It is also possible to click on a graph to apply automatic filters to the selected data.
⚙️ Troubleshooting: Step by step
If a supervisor does not see results in the reports:
Verify that you have assigned the group you want to query.
If it is not assigned, the report will show empty results (null).
To download the audit of a report:
Enter the audit tab of the desired report.
Click on the options icon (⋮) > Download.
Select the format (CSV, Excel, etc.). No special settings need to be applied.
Maximum limit: 1 million records.
Time zone of the reports:
The time zone applied in the downloaded data corresponds to the one defined in the "Company Information" section in the account settings.
Update schedule:
Reports are updated once a day (except for the real-time report).
✅ Possible solutions
📌 Differences between reports:
Conversations started vs. successful sends:In the General report, "conversations started" with the outbound filter may differ from the "successful sends" of the Outbound report. This is because sends can occur in already open conversations, so it is not counted as a new conversation started.
Conversations started vs. successful sends:
In the General report, "conversations started" with the outbound filter may differ from the "successful sends" of the Outbound report. This is because sends can occur in already open conversations, so it is not counted as a new conversation started.
Conversations assigned in different reports:In the General report they are taken according to the date of the first message.In the Service Level report they are considered according to the date of assignment to the agent.This difference can generate discrepancies.
Conversations assigned in different reports:
In the General report they are taken according to the date of the first message.
In the General report they are taken according to the date of the first message.
In the Service Level report they are considered according to the date of assignment to the agent.This difference can generate discrepancies.
In the Service Level report they are considered according to the date of assignment to the agent.
This difference can generate discrepancies.
Invoiced conversations vs. reporting:Meta: counts conversations in 24-hour windows from the first message (from the company or the user).Atom: considers conversations from the first message until they are closed by classification or automatically, without a time limit.This can produce the following cases:An invoiced conversation may appear as two in reporting (if it was closed and reopened within 24 hours).Two invoiced conversations can be seen as a single one in reporting (if the service extended more than 24 hours without closing).
Invoiced conversations vs. reporting:
Meta: counts conversations in 24-hour windows from the first message (from the company or the user).
Atom: considers conversations from the first message until they are closed by classification or automatically, without a time limit.
This can produce the following cases:
An invoiced conversation may appear as two in reporting (if it was closed and reopened within 24 hours).
Two invoiced conversations can be seen as a single one in reporting (if the service extended more than 24 hours without closing).
📌 Service level configuration:
Go toConfiguration>Reports.
There you can:Change the target response time (for example, 10 minutes).Choose between measuring byfirst response timeoraverage response time.
Change the target response time (for example, 10 minutes).
Choose between measuring byfirst response timeoraverage response time.
By default, the system measures the agent's first response, with a configured value of 3 minutes.
The platform includes an explanatory graphic to visualize the difference between both options.
📝 Additional notes
Retroactive changes in service level:When modifying the desired time or the measurement method, the service level indicator is recalculated with the next daily update, including past conversations.
Retroactive changes in service level:
When modifying the desired time or the measurement method, the service level indicator is recalculated with the next daily update, including past conversations.
Where to consult the complete documentation:The detailed description of each report and metric is available in the Atom knowledge base.
Where to consult the complete documentation:
The detailed description of each report and metric is available in the Atom knowledge base.