Agent state editing

Plans and permissions:

• Turn on agent state editing: Admin role
• Edit agent states: Admin role, or a custom role with Agent state editing set to Can edit agent states for any agent
• View agent state edit history: Admin role, or a custom role with View agent state edit history set to Can view agent state edit history for any agent

Use agent state editing to correct a team member’s states in the Agent scorecard, for example when a state was recorded wrong or you need to correct someone’s adherence. When you save your edits, Assembled recalculates the team member’s metrics.

To turn it on, go to Configure > Agent states and open the Data handling tab. To edit states, go to Report > Agent scorecard.

How agent state editing works

• You can edit states that started within the last week, and states that are still ongoing.
• If you insert or change a state so that it overlaps another state, the timeline splices, shortens, or deletes the overlapping state for you.
• Your edits aren’t saved until you select Save. Until then, you can undo them with Cmd + Z on a Mac or Ctrl + Z on Windows, and redo them with Cmd + Shift + Z or Ctrl + Shift + Z.
• After you save, the metrics on the activity timeline and for the last 24 hours update right away in the team member’s scorecard. Metrics elsewhere in Assembled can take a few minutes to catch up.
• Every edit is recorded, so you can see who changed what. See Review the edit history.

Turn on agent state editing

This turns on editing for your whole company.

1. Go to Configure > Agent states and open the Data handling tab.
2. In the Agent state editing card, set Manual editing to On.
3. Select Save.

To turn editing off, set Manual editing to Off and select Save.

Edit a team member’s states

1. Go to Report > Agent scorecard, and open the team member and day you want to correct. For how to read the timeline, see Activity timeline.

2. On the activity timeline, select Edit agent states. You can also select a state on the timeline, then Edit.

   

3. Insert, update, or delete states, as described below.

4. Select Save, or press Cmd + S on a Mac or Ctrl + S on Windows.

To leave without saving, select Cancel. Assembled asks before discarding unsaved changes.

Insert a state

1. Select Insert agent state above the timeline.
2. Choose the platform and the state type, and enter the start and end times.
3. Select Insert.

Update a state

1. Select the state on the timeline.
2. Change the state type, start time, or end time.
3. Select Update.

Delete a state

Select the state on the timeline, then select Delete.

Review the edit history

The edit history is an audit log under the activity timeline. It lists every change made to the selected team member’s states, and who made it.

To export the edit history for everyone:

1. Select Download.
2. In Export edit history for all groups, choose the range of edit dates under Select export date range.
3. Select Export edit history.

Assembled downloads the edit history as a CSV file.