Sometimes agents forget to logout. It happens after a long day of helping customers. However, it can cause metrics to become incorrectly inflated. Assembled handles this with our end of shift exclusion feature so that you don’t have to worry about inaccurate metrics from agents staying logged in to your contact platform.
How it works
Let’s say Agent A is viewing tickets when their shift ends. They close their laptop and sign out for the day, but in the contact platform they are set as viewing tickets- which is set to be a productive state in Assembled based on the Agent state configuration.
Without an end of shift exclusion, staying in this state would inflate Agent A’s actual hours worked, occupancy, shrinkage, and other metrics. With an end of shift exclusion, their state will be ignored by our metric calculations so we only capture data during their working period.
Starting at the end of their shift, if the agent is not currently scheduled and a set amount of minutes has passed with no change to their state, Assembled will auto-exclude their agent state so it isn’t included in metrics’ calculations. We end the exclusion when the agent’s state changes- indicating activity on their end.
Setting it up
To begin, navigate to the Configure > Agent states page and select the Data handling tab.
Select that you would like automatic exclusions to be on. This applies when an agent stays in a productive state after their shift ends.
Then, setup how long you want Assembled to wait before excluding.
This exclusion trigger determines how much time you want to wait for a state change before excluding at the end of a shift. For example, if an agent finishes their shift and doesn’t change states for 10 minutes, Assembled will begin excluding their agent state from the end of their shift till another state change.
Why is the exclusion not applying?
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Is the state mapped to a non-timeoff event?
- If the event is not mapped, we won’t consider it for an exclusion so make sure the state is mapped to a productive or default event on the Agent states page.
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Did the agent change state after their shift ended and before the time limit?
- If the agent’s state changes before the time limit is hit, Assembled assumes that the agent is still working and active. So we don’t apply the exclusion.
What happens to an exclusion if I extend a shift later?
An automatic exclusion is based on the schedule at the moment it's created. Assembled doesn't recheck it if the shift changes afterwards, so if you later push a shift's end time out, time inside the longer shift can still show as excluded.
You can't remove these exclusions yourself. Contact support@assembled.com with the agent's name and the affected dates, and support will remove the outdated exclusions.