On the Agent scorecard timeline, we have the ability to export agent states to a CSV. This provides a report of states for one agent, all agents, or a select few during the specified time frame. Use this to have your own tracking and calculations of agents' states.
Steps to export:
- Go Report > Agent scorecard.
- If you have a specific agent that you would like to export their states, go to their report. Otherwise, choose any agent.
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Open the menu next to Manage thresholds and click Download timeline data.
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Select the desired agents to export. You can export all agents or filter it down by team or queue.
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Select the desired integration to export the states from. This will show only integrations you have connected to your Assembled instance.
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Select the desired time frame to export. The time zone is based on your account preference.
- Click Export.
A CSV will be available after the download completes. Here is an example of the data provided:
| Platform | Start Time | Start Time Timezone | End Time | End Time Timezone | State | Ticket ID | Ticket Status | Modified At | Modified at Timezone |
|---|---|---|---|---|---|---|---|---|---|
| zendesk_clock_in | 2022-10-11 10:15:00 |
(GMT-04:00) EDT | 2023-01-09 15:43:31 |
(GMT-05:00) EST | Ofline | 2022-10-05 11:49:55 |
(GMT-04:00) EDT |
- The Platform is the integration that we get the state from.
- Start time is the beginning when we got the state.
- End time is when the state stopped or switched.
- State is the agent state from the integration.
- (Zendesk only) If the agent is looking at a ticket, we share the Ticket ID and Ticket Status
- Modified At is the last update we got for this state. It would be when it was last modified or stopped.
Any questions or concerns can be directed to support@assembled.com.