How do I use my scorecard?

Your Assembled scorecard shows your performance metrics and schedule adherence to help you track your progress and improve your work. You can use it to review how you're doing over time, identify areas for improvement, and understand how your actual activity compares to your schedule.

In this article:

• How do I find my scorecard?
• What's on my scorecard?
• How do I use the performance charts?
• How do I use the activity timeline?
• What can I do with my scorecard?

How do I find my scorecard?

To find your scorecard, select My Assembled from the navigation. In the upper right corner, select the My scorecard button. You can also find your scorecard by opening the Report section of the main navigation and selecting My scorecard.

Once you open your scorecard, you can change the date range if you want to review your performance during different time periods.

What's on my scorecard?

The first section of your scorecard shows performance data, and the second section can help you track your activity. Let's take a closer look.

Performance data

At the top of your scorecard, you'll find charts showing how you've been doing over time. 

You might find different charts here depending on your personal settings and how your team has set up Assembled. There are a lot of different metrics your team may want to track!

In most cases, you'll find charts for:

• Productive adherence. This measures if you followed the work you were scheduled to do.
• Average handle time. This measures how long your customer interactions typically take.
• Customer satisfaction scores. This metric, sometimes called CSAT, shows how customers rated your help.
• Cases solved. This one is just what it sounds like — how many cases you solved in the time range. 

You might also have access to another tab of charts, called Copilot usage. This shows how you're using the features of our AI Copilot, which can help you with customer interactions and automate your common actions. Use this tab to dig in to how Copilot is helping you with your performance. 

Activity timeline

At the bottom of your scorecard page, you'll find a detailed view of one specific day. This detailed timeline compares what you were scheduled to do with what you actually did. 

The activity timeline shows:

• Your scheduled events for the day. These appear on the first row of info, next to the date.
• Below your schedule, you'll find your productive adherence. Just like the charts at the top of the page, this row shows how well you followed your schedule on this one specific day.
• You might also have access to a metric like occupancy. This measures how much of your day you actually spent working on customer issues.
• The bottom rows of the timeline show your different contact platforms and apps. When you're online and working, these rows track what tool you're in.

How do I use the performance charts?

Each chart will show your performance over the time range you've selected. To open the details for a specific day or time period, you can hover over it or select it.

Some charts may have extra information. If you notice a horizontal blue line in the chart, that's your team's performance threshold — this is a goal your team has set. You'll be able to track if your performance meets your team's threshold over time to make sure you're measuring up.

Your scorecard data updates throughout the day, so you can check your real-time performance and make adjustments as needed.

How do I use the activity timeline?

For more information about anything on your activity timeline, you can hover over the event or click on it. You can also select a specific hour at the top of the timeline to zoom in on that time.

Find a blank space in your timeline? This usually means that the event was "non-productive" — things like breaks and meals fall into this category, so we're not recording any data. It can also mean that we didn't have access to track your work during this time.

What can I do with my scorecard?

You can use your scorecard to improve your own performance and get help during coaching conversations. To get the most out of your scorecard:

• Check it regularly. If you open your scores every day or every week, you'll be able to catch problems and find patterns.
• Track your progress over time. Use the date range selector to compare your current performance to the past. How are things changing for you? 
• Focus on adherence. This is likely the metric your manager cares most about, although every company is different! If adherence is important, pay attention to when you're most often out of adherence. Are there specific times of day or types of activities where you struggle?
• Get ready for coaching. If your manager schedules a coaching session, it's a good idea to review your scorecard beforehand so you can discuss specific examples and ask questions.
• Set personal goals. You can decide on your own goals for your performance and work toward consistently meeting or exceeding those targets. It can be a good idea to write your goals down or find a colleague who will be your accountability buddy.