End of shift data exclusions

Plans and permissions:

• Turn on end of shift data exclusions: Admin role

Use end of shift data exclusions to keep your metrics accurate when team members forget to log out of your contact platform. If someone stays in a productive state after their shift ends, Assembled can automatically leave that state data out of metrics such as actual hours worked, occupancy, and shrinkage.

To set it up, go to Configure > Agent states and open the Data handling tab.

How end of shift exclusions work

Say a team member is viewing cases when their shift ends. They close their laptop for the day, but in your contact platform they’re still in a state that’s mapped to productive work in Agent state mappings. Without an exclusion, that time would inflate their actual hours worked, occupancy, shrinkage, and other metrics. With an exclusion, it’s left out, so metrics only cover the time they were working.

• After a team member’s shift ends, Assembled waits for the number of minutes you set as the Exclusion trigger.
• If the team member isn’t scheduled and their state hasn’t changed in that time, their state data is excluded from the end of the shift onward.
• The exclusion ends when the team member’s state changes, because that shows they’re active again.
• Excluded data is left out of every metric that uses agent states.

When an exclusion doesn’t apply

• The state isn’t mapped: only states mapped to an event type that isn’t time off, or counted toward occupied or available time, can be excluded. Check the state’s mapping in Configure > Agent states.
• The team member changed state before the trigger: if their state changes after their shift ends but before the trigger time, Assembled treats them as still working and doesn’t exclude anything.
• The team member has more scheduled time soon: if they’re in another scheduled event, or has one that starts within 4 hours of the end of the shift, such as the second half of a split shift, the shift doesn’t count as ended.
• The shift changed afterward: an exclusion is based on the schedule when it was created, and Assembled doesn’t recheck it. If you later extend a shift, time inside the longer shift can still show as excluded.

You can’t remove these exclusions yourself. Contact our team with the team member’s name and the dates affected, and we’ll remove them.

Turn on end of shift exclusions

This applies to everyone in your company.

1. Go to Configure > Agent states and open the Data handling tab.

2. In the End of shift data exclusions card, set Automatic exclusions at end of shift to On.

   

3. Under Exclusion trigger, choose how many minutes after the end of a shift to wait before excluding data, from 5 to 60 minutes.

   

4. Select Save.

For example: with the trigger set to 10 minutes, if a team member finishes their shift and doesn’t change state for 10 minutes, Assembled excludes their state data from the end of their shift until their next state change.

To stop excluding data, set Automatic exclusions at end of shift to Off and select Save.