Our Agent State settings page allows you to define what it means for an agent to be in or out of adherence. The settings on this page will power the adherence metrics you see across Assembled, including in the Realtime Overview and in the Agent Performance Page.
What are Agent State mappings?
Each contact platform has their own set of states to describe what an agent can be doing at any given time. Some platforms (e.g. Zendesk and Intercom) provide a predefined set of states, while other platforms (e.g. Kustomer) allow you to customize your states. Assembled supports both types of platforms by introducing a mapping between a platform's set of Agent States and Assembled's event types.
Under Settings > Agent States, Assembled will display all of the Agent States that Assembled has pulled in from each contact platform, sorted by the number of times that state has occurred. To update a mapping for an Agent State, simply hover over row and click "Edit". You'll be prompted to edit the event types that map to that Agent State.
Note: It's important that any productive Agent State has the corresponding productive event type. For example, if you're connected to Zendesk Talk, ensure that the states "On call", "Online", and "Wrap up" are mapped to your productive event for being on the phone. Agents will then be marked as "in adherence" if they are scheduled for a phone call and are in one of those three states, but out of adherence otherwise.
Tips for setting up mappings
- For contact platforms that allow you to customize your Agent States (like Kustomer), try to mirror your Agent States with your Assembled event types. Your agents will more easily understand whether they're in adherence if the event types in Assembled are the same as the Agent States in your contact platform.
- Some contact platforms will only be relevant for a certain set of events. For example, if you have Zendesk Chat connected as a platform, then you should only set up mappings to chat event types.