In Assembled, you can manually edit agent states directly in the Agent scorecard. This can be helpful if you notice any discrepancies in an agent's states or if you'd like to make corrections to an agent's adherence.
Setting it up
To get started, navigate to Company settings > Agent states > Data handling. From there, you can enable editing and specify the user roles who are able to edit states.
The editing experience
Once agent state editing is enabled, users with the permitted roles can edit agent states directly in the Agent scorecard. To enter the editing mode, click on the "Edit agent states" button in the adherence timeline, or click on a state within the timeline and click "Edit".
To ensure metrics stay up to date, we currently only support editing agent states that either started within the last week or are currently ongoing states.
To insert a state, after clicking "Edit agent states", you can click on the "Insert agent state" button above the timeline. You can specify the platform, state type, and the start and end times of state. If you insert a state that overlaps with another state, the timeline will automatically splice, truncate, or delete the overlapping event.
To delete a state, click on an existing event within the timeline and click "Delete."
You can update the state type, start time, and end time of a state by clicking on an event on the timeline. Just like with updates, if a state is edited such that it overlaps with another state, the timeline will automatically splice, truncate, or delete the overlapping event.
If you make a mistake while editing, don't worry - your changes will only be saved once you click the "Save" button. Additionally, we have a few handy Undo and Redo buttons (and keyboard shortcuts!) to help you manage your edits.
As soon as you click save, metrics on the adherence timeline and for the last 24 hours will update immediately in the agent's scorecard. It may take a few minutes for other metrics elsewhere in the app to reflect the changes.
Tracking Edit History
Users with editing permissions can also view an audit log of edits underneath the timeline, where you can view all the specific changes a particular user made to the selected agent's events.
Additionally, you can export the edit history for all agents. Click on the export button in the top right, and specify the time range of edit times you'd like to retrieve edits for.
If you have any questions about agent state editing, feel free to reach out to our Support team!