Today, using BOTs to delegate users and departments, it is not possible to count the number of conversations delegated to users and departments and even to audit whether the correct distribution is taking place.

We are receiving complaints from the sellers regarding the difference in the amount of service received. However, we are unable to audit this information and prove that the automatic rotation is taking place correctly.

In other words, if there are any problems in the construction of the BOTs that may be harming some sellers and benefiting others, we have no way of knowing.

I see this as an extremely necessary improvement, since there is already a report of chats, users, and dialogs that could add the information “Assigned delegation”

Or to actually have a Delegation Report, something specific, that could filter, for example, Delegations by Dialogues and Delegations by Users. Of course, there is always the option of the time period as well.

Then the report, for example, would result in a listing where, in the period reported, the open conversation had Dialogue X executed automatically or manually and the result was (or was not) delegated to Y (user and/or department). At the end, there may be a summary of how many total delegations there were per user/dialogue or department/dialogue and the totals per dialogues and by users and departments.

This information is already registered in the system, as in the attachment, it only needs to be organized and made available in a report format.