Updated Realtime dashboard

This article outlines the updated version of Assembled's realtime dashboard. Currently, it is in a closed beta but will be in general release later this year.

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 ticket details 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.

Email metrics:

• New tickets
• Open tickets
• On hold tickets
• Pending tickets
• Tickets opened (today)
• Tickets solved (today)
• Tickets responded to (today)
• Average first response time (today)
• Service level (today)
• Messages sent (today)

Chat metrics:

• Chats received (today)
• Average first response (today)
• Service level (today)
• Average handle time (today)
• Messages sent (today)

Phone metrics:

• Open calls
• Snoozed calls
• Calls received (today)
• Average first response (today)
• Service level (today)
• Average handle time (today)

Analysis

The Agent analysis page shows a list of agents, their current states, and their schedule.

The Consolidated states shows the current state of their adherence. The Expanded states shows the agent's states from multiple integrations- if available.

The analysis can be grouped by Queue, Team, Site, Skill, or Channel. Grouping will show a quick breakdown of agents based on the grouping. The below screenshot is grouped by Channel. 

You can click on the grouping to get more details about that group.

Data can also be sorted by the columns. The default is to sort by Adherence and then Name in ascending order. You can also add a filter to the data as well.

In the top-right, we show how recent the data is. The Sync button allows you to manually trigger a sync.

Once you have 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. Use this to make sure your teammates are looking at the same view as you.