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Post-call metrics let you pull specific insights from conversations after they end. Define what you want to know — satisfaction scores, call outcomes, issue categories — and Atoms analyzes each call to fill in the answers. Location: Left Sidebar → Post Call Metrics
Post-call metrics list

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How It Works

  1. You define metrics — What questions do you want answered about each call?
  2. Call ends — Conversation completes normally
  3. AI analyzes — Atoms reviews the transcript against your metrics
  4. Data populated — Your metrics get filled in automatically
  5. Access anywhere — View in logs, receive via webhook, export

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Creating a New Metric

Click the Add Metrics + button to open the configuration panel. You’ll see two options:
Disposition metrics
Build a custom metric from scratch. Fill in the Identifier, Data Type, and Prompt — see details below.Use Add Another + to create multiple metrics at once.
Don’t forget to hit Save in the Disposition tab once you’re done.

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Configuring a Metric

Each metric needs three things:
FieldRequiredDescription
IdentifierYesUnique name for this metric. Lowercase, numbers, underscores only.
Data TypeYesWhat kind of value: String, Number, or Boolean
PromptYesThe question you want answered about the call

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Identifier

This is the key used to reference the metric in exports, webhooks, and the API. 
customer_satisfaction
call_outcome
follow_up_needed
Naming rules: Lowercase letters, numbers, and underscores only. No spaces or special characters.

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Data Type

TypeUse forExample values
StringFree text, categories”resolved”, “escalated”, “billing issue”
BooleanYes/no questionstrue, false
IntegerWhole numbers, scores1, 5, 10
EnumFixed set of optionsOne of: “low”, “medium”, “high”
DatetimeDates and times”2024-01-15T10:30:00Z”

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Prompt

This is the question the AI answers by analyzing the transcript. Be specific. Good prompts:
  • “Did the agent acknowledge and respond to customer concerns effectively?”
  • “Rate customer satisfaction from 1 to 5 based on tone and words used.”
  • “What was the primary reason for this call? Options: billing, technical, account, other”
Vague prompts to avoid:
  • “Was it good?”
  • “Customer happy?”
Start with 3-5 metrics. Too many can slow analysis and clutter your data. Add more as you learn what insights matter most.

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Example Metrics

FieldValue
Identifiercall_outcome
Data TypeString
Prompt”What was the outcome of this call? Options: resolved, escalated, transferred, abandoned, callback_scheduled”

Conversation Logs

View metrics for individual calls

Analytics Dashboard

See aggregated trends across calls