The Insights report helps admins and analysts make sense of what’s happening across their Atomicwork platform — from how employees are using Atom, the Universal Agent, to how efficiently their teams are resolving support requests.
Conversations and requests often reflect two sides of the same problem. But without a connected view, it’s hard to know where automation is working, where requests are piling up, or why SLAs are being missed. This report brings both together into a single, theme-based view. You can see which types of employee conversations are leading to requests, where Atom is helping deflect them, and where manual effort is still required — giving you the clarity to take targeted action and improve outcomes across the board.
To view the Insights report, navigate to Analytics > Insights in the left navigation bar.
Org admins and analysts can view insights across all workspaces.
Workspace admins and analysts see only the workspaces they have access to.
Understanding the Insights report
The report introduces the top 10 themes in your platform or workspace, ranked by volume. Each theme groups together related conversations and requests to give a clear picture of where users are seeking help or experiencing friction.
Themes help admins:
Identify what topics are consuming the most attention.
Understand where automation is succeeding or failing.
Uncover process bottlenecks across departments.
Clicking on a theme expands a list of sub-themes, which are more specific clusters of issues nested under a broader topic. For example, a theme like Okta issues might include sub-themes like MFA resets and Account lockouts.
Against each theme and sub-theme, you’ll see:
Total conversations: The number of unique conversations related to that topic.
Requests created: The total number of requests associated with the theme created via Atom (on Slack/Teams or the browser extension), the portal, or email.
Exploring sub-themes
Clicking into a sub-theme provides a detailed breakdown of that specific issue. This view helps you get a clearer sense of how that issue is unfolding across channels. It’s where you can break down Atom’s impact, request load, and automation gaps, scoped down to a specific problem area.
Filtering by duration or workspace
At the top right of the report, there are two filters that allow you to tailor the data you're viewing:
Duration: Specifies the time window for metrics displayed. You can choose from presets like This week, This month, Last month, or set a custom range.
Workspace: Focusses insights on a specific workspace (like IT, HR, Marketing, etc.) or across the entire platform when All workspaces is selected.
Understanding the metrics
Each sub-theme includes a snapshot of key metrics to help you quickly assess volume and impact.
For each metric, the chart displays two values:
One for the specific day, week, or month such as Conversations deflected
One for the selected duration such as Total conversations deflected
This helps you spot trends and outliers while keeping the broader context of overall performance in view.
Metric | Description | Why it matters |
Conversations | Number of unique conversations on this issues | Measures how often employees engage with Atom about this issue |
Conversations deflected | Conversations handled completed by Atom without human intervention or a request being raised | Gauges automation success; a high number suggests Atom is resolving queries well |
Requests created | Total number of requests tied to this topic across all channels | Indicates real demand—includes tickets via Atom, portal, or email |
Service requests are counted as part of conversations deflected since it indicates Atom surfaced the correct form for the user to complete.
These metrics allow you to identify:
Topics where Atom is reducing load effectively (high deflection)
Themes that are creating too many requests (high request volume, low deflection)
Themes that are surfacing heavily through direct channels like portal or email (requests without conversations)
For example, a sub-theme like Monitor not turning on might show high conversation volume, high volume of conversations deflected and very few requests. This suggests that Atom is successfully resolving most queries without escalation.
In contrast, a sub-theme like VPN access might have very few conversations deflected but hundreds of requests suggesting a content gap or lack of awareness.
Conversations view: Atom's performance
Clicking on the Conversations tab below the overview highlights two important contributors to Atom’s performance within each sub-theme:
Top contributing knowledge: Lists the articles Atom used most frequently to respond to user queries. It includes internal documentation, verified answers, and trusted knowledge sources — reflecting what Atom actually used in conversations, not just what exists in your knowledge base.
Top contributing catalogs: Shows the catalog items Atom displayed most often in related conversations, helping verify whether the right forms are being surfaced.
Let’s say you notice that MFA reset is the highest volume sub-theme under Okta issues. In the snapshot, you see:
Conversations: 80
Deflected conversations: 5 (deflection rate is ~6%)
Requests created: 100
No contributing knowledge, but the default incident form is listed under Top contributing catalogs
This tells you that:
Atom isn't equipped to resolve MFA reset questions because it has no useful articles or service items to pull from
No contributing knowledge suggests there’s a content gap — employees aren’t being shown relevant guidance
What you should do
Add a targeted knowledge article: Create a doc or a verified answer that clearly explains how to reset MFA in Okta
Create a dedicated catalog item: Build a short, purpose-built incident form specifically for MFA resets that includes fields device type, last successful login, etc.
Improve Atom's mapping: Use clear descriptions and tags like MFA reset, Okta, etc. to ensure Atom surfaces the new article/catalog item.
Track changes: Monitor whether conversations increase, deflection improves and request volume decreases or shifts toward the new catalog item
Requests view: Operational performance
Switching to the Requests tab reveals metrics related to request handling like responsiveness, efficiency, and reassignment trends.
Metric | What it measures | Why it matters |
Time-based metrics |
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Time to first assignment | Time from request creation to first assignment | Shows how quickly requests are being picked up for action |
Time to first response | Time from request creation to first agent response | Indicates responsiveness to employees |
Time to resolution | Total time from request creation to closure | Measures overall resolution efficiency |
Reassignment metrics |
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Reassigned requests | Percentage of resolved requests that involved at least one reassignment | HHigh numbers may point to unclear ownership or routing issues |
Median reassignments | Median number of handoffs per resolved request | Highlights friction in internal request handling |
SLA breach rates |
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First response breach rate | Percentage of requests that missed the SLA for first response | Reflects how well teams meet response expectations |
Resolution breach rate | Percentage of requests that missed the SLA for resolution | Signals overall service quality and turnaround times |
Insights is designed to be the central lens through which admins and analysts measure both Atom performance and service management workflows. With a focus on theme-level analytics and actionable breakdowns, you’re not just tracking numbers — you're uncovering opportunities to improve employee experience, efficiency, and quality of service.