Real-time agent analysis – Assembled

Plans and permissions:

View Real-time agent analysis: Admin, Manager, Team Lead, or Standard role, or a custom role with Real-time agent analysis set to Can view agent analysis
Create, edit, or delete thresholds: Admin or Manager role, or a custom role with Real-time agent analysis thresholds set to Can create, edit, and delete agent analysis thresholds
Set up threshold notifications: Admin role, or a custom role with Configure notifications
If your access is limited to certain sites, you can create and edit thresholds only for those sites. You can still see other thresholds, but not change them.

Use Real-time agent analysis to see what your team members are doing right now and whether they’re following their schedules. For each person, it shows their current state in your contact platform, the event they’re scheduled for, and whether they’re in adherence. You can filter, group, and sort the table to watch a team at a glance or investigate one team member, and set thresholds that highlight anyone who needs attention.

To open it, go to Monitor > Real-time agent analysis.

Navigating Real-time agent analysis

Real-time agent analysis page with red and orange adherence badges, the Add filter menu open, and the Agent states tooltip showing. Numbered callouts mark Copy view link (1), the search box (2), Group by (3), Sort by (4), Add filter (5), the Data may take up to 30s to sync note (6), and the Agent states info icon with the Consolidated / Expanded toggle (7).

#	Item	What it’s for
1	Copy view link	Copies a link to your current view, including filters, sorts, and groupings. See Save or share a view.
2	Search	Shows only the team members whose names match what you enter.
3	Group by	Groups team members, for example by queue or team. See Group team members.
4	Sort by	Orders the table. See Sort team members.
5	Add filter	Shows only the team members you need. See Filter team members.
6	Sync status	How current the data is. See How Real-time agent analysis works.
7	Agent states	Switches between Consolidated and Expanded agent states.

The Threshold settings tab appears if you can manage thresholds. See Set thresholds.

How Real-time agent analysis works

Data sync

Assembled syncs data from each contact platform at different intervals, depending on what the platform’s API allows. While syncing works, the note under the page title reads Data may take up to 30s to sync.

If a sync fails, the note reads Not synced, with the time of the last update, and a Sync button appears. Select Sync to try again.

Adherence

A team member is in adherence when they’re in an agent state that’s mapped to the event they’re scheduled for. Your agent state mappings decide which states match which events.

Adherence is measured only for productive events, unless your company uses the Schedule adherence metric. Then it’s measured for every scheduled event except time off.

The page opens with a Schedule type filter set to Scheduled, so you see only team members who are scheduled right now.

Consolidated and expanded agent states

Use Agent states to switch between two views:

Consolidated shows one state per team member: the one most relevant to their adherence. Use it to monitor adherence at a glance.
Expanded shows every state a team member has in each contact platform, listed by Source. Use it to investigate someone’s activity in detail.

In the consolidated view, if several states, or none, map to the scheduled event, the state with the shortest duration is shown, because it’s the team member’s latest activity. People who aren’t scheduled and are offline aren’t shown.

Manual tracking

If a team member is tracking time manually in Zendesk, the Source column shows an M next to the Zendesk icon. Hover over it to see Zendesk manual tracking. See Zendesk time tracking.

Table with an M badge next to the Zendesk source icon for team members in a manual tracking state

Filter team members

Select Add filter and choose what to filter by: Queue, Team, Site, Skill, Agent channel, Adherence, Source, State, Scheduled event, or Schedule type. You can select more than one value in each filter, to see several groups at once.

Schedule type has three options: Scheduled, Not scheduled, and In approved time off.
To clear a filter’s values, use Clear filter in its dropdown. To remove the filter, select the X next to it.
To find one person, enter their name in the search box.

Group team members

Select Group by and choose up to two groupings from the same list as the filters, for example Agent channel and then Queue. The table shows each group with a summary of the people in it and their adherence, and the first column header shows the order, such as Queue > Source.

To change the order of the groupings, drag them in the Group by list.
Select a group to see the team members in it.
Sort groups by their columns, for example by Adherence.

Agent analysis grouped by Queue then Source, with the Group by list open showing Queue and Source with drag handles. The Group by button, the drag handles, and the Queue > Source column header are boxed.

Sort team members

By default, team members are sorted by Adherence and then Name, both ascending.

Use Sort by: select Sort by, add up to eight sorts, and drag them into order. Sorts apply from the top of the list down.
Use the column headers: select a header to sort by it, ascending, which replaces any other sorts. Select it again for descending, and a third time to remove the sort.
Add a sort from a header: to add a column to the start of your sorts without removing the others, Cmd + click its header on a Mac, or Ctrl + click it on Windows.

You can sort by Name, Adherence, Source, State, State duration, Scheduled, Scheduled duration, Scheduled remainder, or Tickets, ascending or descending.

Sort by list with Adherence ascending then Name ascending, and the attribute list open for a third sort. The Sort by button and the six-dot drag handles are boxed.

Your filters, sorts, and groupings are saved in the page link. To share a view or bookmark it, select Copy view link (or copy the URL from your browser). You can bookmark several views to switch between them.

View a team member’s details

Select a team member’s name to open a panel at the bottom of the page. It shows their Local time, Site, Team, Channels, and Queues, and their activity timeline for the date you choose. The panel also links to View agent schedule, View staffing timeline, View scorecard, and View agent state mappings.

Details panel along the bottom of the page for a demo team member, with local time, site, channels, team, and queues, a date picker, and the activity timeline by contact platform. The team member’s information and the links View agent schedule, View staffing timeline, View scorecard, and View agent state mappings are boxed.

Set thresholds

Thresholds highlight team members whose behavior needs attention, such as being out of adherence for too long. When someone crosses a threshold, their row is highlighted: orange for Warning and red for Danger. Hover over the highlight to see which threshold they crossed, such as Out of adherence for 1h 24m. Thresholds apply to the whole company, and everyone who can see the page sees them.

Agent analysis table with Danger thresholds highlighted red and Warning thresholds highlighted orange in the Adherence column. A tooltip on a hovered badge reads Out of adherence for 1h 24m; it and an orange badge are boxed.

Create a threshold

Select the Threshold settings tab, then Create threshold.
Fill in the options below.
Save the threshold.

On the Threshold settings tab, you can also edit or delete thresholds. To send email or Slack notifications when a threshold is crossed, select Manage notifications. See Notifications.

Threshold settings tab with the Create threshold panel open. Numbered callouts mark Threshold name (1), the metric (2), Threshold type (3), the threshold amount and unit (4), the scheduled event type (5), and the team member filters (6).

Threshold options

Option	What it does
Threshold name and Description	A name for the threshold, and an optional description.
Metric	Out of adherence duration, or State duration.
Threshold type	Danger (default) or Warning.
Threshold amount	How long before the threshold triggers. For Out of adherence duration, the most you can enter is one hour.
Events	For Out of adherence duration: the scheduled events the threshold applies to. Leave it blank to apply it to any productive event type. For example, highlight team members out of adherence for more than 5 minutes during Chat, but only after 10 minutes during Email.
Agent state(s)	For State duration: the agent states to watch. For example, highlight team members who’ve been in a “System issues” state for more than 45 minutes.
Team members	The team members the threshold applies to, narrowed by channel, site, queue, team, or skill.

Table columns

Hover over a column name to see its definition.

Column	What it shows
Name	The team member. Select a name to open their details. See View a team member’s details.
Adherence	Whether the team member’s current state matches their scheduled event.
Out of adherence duration	How long the person has been out of adherence for their current scheduled productive event.
Source	The contact platform the state comes from, such as your CRM or telephony system.
State	The team member’s state in that platform.
State duration	How long the team member has been in their current state.
Scheduled	The event the team member is scheduled for right now, from the Staffing timeline.
Scheduled duration	How long they’re scheduled for that event.
Scheduled remainder	How much time is left in that event.
Tickets	For Zendesk, the ticket the team member is working on. Select the ticket number to open it in Zendesk.