Realtime overview and analysis page

Assembled's Realtime dashboard provides a real-time view of your contacts and agent adherence. Use it to gain insight into your daily metrics and track your day-to-day targets.

Overview

The Overview provides details of ticket statuses and metrics of channels and queues. This page refreshes every few minutes to give you the most up-to-date data. A slight delay is possible as Assembled obtains information through your contact platform's API.

In the top-right, there is the option to change the display to panel or list format. 

You can click Configure panels in the top-right to edit and add to the dashboard. Select the channel and/or queue that you would like to get a daily breakdown for.

Click the box-and-arrow in the top-right of the panels to export the relevant tickets for that metric. This downloads a CSV that provides the tickets that contributed to the calculation.

You can also set a threshold to color the panel if the data reaches a certain value. Use this as an easy way to see if you are below or above your mark.

Hover over the i in the panel to see the threshold option. Click the gear icon to open the Threshold settings panel. Set your thresholds and click Save threshold to save your configured threshold.

For more information about the metrics on this page, check out Understanding the Realtime overview.

Analysis

The Agent analysis page provides realtime agent state data that can be tailored to you or your team's needs through filtering, sorting, and grouping. The flexible table configurations allow for both high-level monitoring and deep-dive investigations of how your agents are working in realtime. Once you have configured a view that gives you all the details you want, you can click the link icon in the top-right to share your view with others or bookmark in your browser for later use.

Features

A) Search by agent name

The search bar above table on top left allows for finding specific agents easier. It will reduce the view down to the agents that match in the search.

B) Grouping

You can access grouping by using the Group by dropdown. You can group by Queue, Team, Site, Skill , or Channel as well as the table headers Adherence, Source, State, and Scheduled. The grouped table view will show a breakdown of agents and their adherence within each group. You can then click on a group to view all the agents within that grouping. You can sort the groupings by the columns available (e.g. can sort groups by Adherence).

You can group by two items at a time- for example: Channel and Queue. To adjust the group order, drag and drop the selected options. The table will adjust automatically. The top-left of the table will indicate the options and order of grouping.

C) Sorting

We are able to sort agents by Source, State, State duration, Scheduled, Scheduled duration, and Tickets in ascending or descending order. Sorting is accessed through the Sort by dropdown, or directly by clicking on column headers to sort on that column. The first click on the header applies an ascending sort. Clicking again changes the sort to descending. Clicking a third time removes the sort. The default sort is Adherence by ascending order then Name by ascending order.

You can add up to eight sorts and drag to reorder them by clicking on the six dots to the left of the field input. The list determines the order the sorts happen. We sort by going top-down the list.

Clicking on a header to sort will remove all other sorting. You can use Ctrl/Cmd + Click to add multiple sorts by clicking on the header. Clicking will apply the sort to the start of the order.

D) Filtering

Filter the list of agents based on Queue, Site, Team, Skill, and Channel as well as the table headers Adherence, Source, State, and Scheduled to only view agents that are relevant to you. Use the Add filter button to add a new filter to this dashboard. You can clear filters by using the Clear filter button within each filter’s dropdown, or remove the filter entirely with the X to the right of each filter. Filters are currently single-select, but multi-select filters will be coming soon.

E) Data freshness indicator

At the top right of the dashboard, you can see an indicator of how recently data has been synced. Data should be automatically synced every 5 seconds. If there are any errors, their will be a Sync button for you to press to re-trigger the sync to try and clear the errors.

F) Copy view link

You can click on the copy link button on the right-hand side, or directly copy the URL from your browser. This link contains your saved table configuration: any filters, sorts, or groupings on the data. You can share it to your teammates or bookmark it to your browser for easy access to specific views tailored to your own needs. No need to remake your view every time. You can also bookmark multiple views to easy switch between data views that you need.

G) Consolidated vs expanded states toggle

The Consolidated states shows the one agent state that is most representative of an agent’s adherence according to their schedule. In the event that there are multiple rows that map or no rows that map to their scheduled event, the state with the shortest duration is displayed as it is the latest activity from the agent. Agents that are not scheduled and offline are not shown in this view.

 Expanded states shows every state that an agent has for each integration platform also referred to as Source.

For more information on these views, hover over the ? icon for a tooltip with an explaination.

H) Agent info and quick links

You can click on an agent’s name in the table to see a popover with key agent information (e.g. Team, Site, Queue, Channel) and access quick links to their Profile, Staffing timeline, and Agent scorecard.

I) Metric definitions

Hover over the ? in column headers to get more info about what each metric means to help better understand what we are reporting.

Manual state tracking

If the agent is in a manual tracking state, we indicate that in our table with an M next to the source indicator.