Your Voice in Atom

Current behavior: The column of labels in the reports is generated only with the data of the labels automatically assigned through the flows. Cause of the scenario: The tags that a human agent manually places in the conversation are not sent to the database that feeds the reporting module, so they are not displayed in the downloads. Feature Request: Modify the data extraction logic so that the report unifies both the flow labels and those manually assigned by the agent team.

We are currently using the “In Real Time” report in more detail and we would like to see the “Group” filter added to allow us to analyze the teams in greater detail. We have groups of 20 people and a supervisor may be managing several groups. Therefore, making a switch from group A to group B will be much more efficient than taking the first 20 managers from group A and then taking the other 20 managers from group B

Customer requires a filter to be able to view conversation typifications from daily customer data based on the general report

We need to know the compliance with the ANS for the availability of the ATOM platform in the month. It is for compliance with auditing, auditing and external control bodies. The calculation formula is: # hours online ATOM platform/# hours of the month

Currently, campaign reporting shows only the first level of responses. If there are more evaluators or smartons with different branches, they do not appear in the responses to the report.

I suggest adding a field to the .csv download to recognize the name of the associated campaign and the number from which the shipment came out.

It is requested that an audit report can be added to the Billing section, so that the customer can view which conversations are being billed.

Export what is shown in the real-time tracking module In addition to the columns already existing in the tracking module, it is possible to attach the following columns to it: • Start date and time (when the conversation reaches the Bot) • Date and time of first response (when the agent answers for the first time) • First response time (time it takes for the advisor to respond for the first time) • Attention time (how long the interaction lasts)