Plans and permissions:
- View your Copilot usage: Copilot, billed separately
- View your scorecard: Any role, or a custom role with Agent scorecard set to View own scorecard or View all scorecards
Use your scorecard to see how you’re doing over time, and to compare what you were scheduled to do with what you actually did. It helps you spot patterns, track your progress, and prepare for coaching conversations.
To open it, go to My Assembled and select My scorecard, or go to Report > My scorecard. If My Assembled opens a menu, select Scores.
Navigating your scorecard
| Item | What it’s for |
|---|---|
| Date range | Chooses the period the charts cover. It starts on the current week. |
| Metrics | Chooses which metrics you see. This changes only your own view, not anyone else’s. |
| Agent performance and Copilot usage | Tabs for your performance metrics and, if your company uses Copilot, how you use Copilot. |
| Metric charts | One chart for each metric, over the date range. |
| Activity timeline | One day of your schedule, compared with what you actually did. |
| When were metrics last updated? | Shows when your scorecard data was last updated. |
Metrics on your scorecard
The charts at the top show how you’ve been doing over the date range. Your company’s setup decides which metrics have data, and you can add or remove metrics with Metrics. By default, you see these metrics when your company has data for them:
| Metric | What it measures |
|---|---|
| Productive adherence | The percentage of your scheduled productive time when you were in adherence. |
| Scheduled utilization | The percentage of your scheduled time that was scheduled for productive events. |
| Actual utilization | How much of your time you actually spent on productive events. |
| In-office shrinkage | The percentage of your time in a non-productive state, such as out of adherence during productive events, or in breaks and lunches. |
| Cases solved | How many cases you solved in the date range. How solves are counted depends on your company’s setup. |
| Average handle time | How long your customer interactions usually take. |
| Average handle time per unit of work | The average time it took you to handle one unit of work within a case. |
You can also add metrics such as Average CSAT score, which shows how customers rated your help. For definitions of every metric, see Metric calculations.
If your company uses Copilot and Assembled’s workforce management, select Copilot usage to see how you use Copilot, which helps you with customer conversations and common actions.
Read the metric charts
- Hover over or select a point on a chart to see the details for that day or period.
- A blue horizontal line labeled Threshold is a goal your company has set for that metric. The shaded side of the line shows where you meet it.
- Your scorecard data updates during the day, so you can check how you’re doing and adjust. Select When were metrics last updated? to see when it last updated.
Activity timeline
The Activity timeline at the bottom of your scorecard shows one day in detail. It compares what you were scheduled to do with what you actually did.
| Row | What it shows |
|---|---|
| Scheduled events | The events on your schedule for the day. |
| Schedule adherence | Whether you followed your schedule, if your company uses this metric. |
| Productive adherence | How closely you followed your productive work through the day. |
| Occupancy | How much of your time you spent working on customer issues. |
| One row for each platform | Your status in each support platform or app you use, such as when you were online and working. |
For more about each row, see Activity timeline.
Use the activity timeline
- Use Select a date to choose the day.
- Hover over or select an event to see its details.
- Select an hour at the top of the timeline to zoom in on it, and select it again to zoom out. You can also use Zoom in and Zoom out.
A blank space on the timeline usually means you had a non-productive event, such as a break or a meal, when no data is recorded. It can also mean there was no data to track your work for that time.
Review your performance
- Check it regularly. Looking at your scorecard every day or week helps you catch problems and find patterns.
- Compare periods. Change the date range to compare your current performance with earlier weeks.
- Look at your adherence. Many teams focus on adherence. Check when you’re most often out of adherence, such as at certain times of day or during certain activities.
- Prepare for coaching. Before a coaching session, review your scorecard so you can discuss specific examples and ask questions.
- Set personal goals. Decide on your own targets for the metrics that matter to your team, and track them over time.
Questions? Check with your admin or team lead.