Tracking allowed websites via the Assembled Chrome extension

Assembled can track agent activity on configured websites when agents are outside your contact platform and using Chrome to provide more accurate productivity metrics. This feature allows you to designate "allowed" websites as productive work time, giving you better visibility into work happening outside your ticketing platform.

Requirements

To use website tracking in Chrome, you'll need:

• Assembled Chrome Extension installed on all agent devices (see installation instructions)
• Allowed websites configured as agent states with relevant mappings (see Configuring agent state mappings)

How website tracking affects adherence

Allowed websites: Time spent on subdomains configured as 'allowed'. Each subdomain appears as its own agent state that you can map to relevant events. Time spent on configured allowed websites can count as productive time if mapped to productive events

Untracked websites: Time spent on websites not configured as 'allowed'. The "Untracked website" agent state is typically configured as unmapped, meaning the time will not count toward productive adherence.

Offline: Time spent outside of Chrome or offline entirely. The "Offline" agent state is typically configured as unmapped, meaning the time will not count toward productive adherence.

Website tracking works alongside your existing agent states, as activity metrics will continue to be computed based on agent state mappings.

Viewing website tracking data

Real-time dashboard: Agent activity on allowed websites will show in the Real-time overview with the specific domain name and whether the agent is in adherence.

Agent scorecard:

• Website domain name for allowed subdomains
• Time spent on each allowed website
• Whether the activity counted as in adherence or out of adherence
• Start and end times for each website visit

Team performance reports: Website tracking data will be included in all standard adherence calculations and team performance metrics.

Configuring your own websites to track in Chrome

Initial setup:

1. Navigate to Settings > Integrations in your Assembled dashboard
2. Find the Website Tracking integration and click Connect
3. Follow the prompts to enable Chrome extension-based URL tracking for your organization
4. Ensure all agents have installed the Assembled Chrome Extension

Adding approved websites:

1. Once URL tracking is enabled, go to Settings > Agent states

   

2. You'll see a new section for URL tracking management
3. Click Track approved website

4. Enter the domain you want to approve (e.g., support.mycompany.com)

   

5. Click Save

When you add an approved website, Assembled automatically creates a new agent state for that domain. Each approved domain appears as its own agent state, which you can map to productive events using the same process as other agent state mappings.

Important notes:

• Add any websites where agents perform productive work that should count toward adherence.
  For example, if agents work in tools like Salesforce, Intercom, internal dashboards, or other browser-based systems, those domains should be added here so time spent on those sites can be tracked correctly. You can continue adding additional websites over time as new tools are introduced.

• Zendesk should not be added here. Zendesk tracking is handled separately through the Chrome extension’s Zendesk tracking feature.

• Website tracking works at the subdomain level. Adding a subdomain (e.g., support.assembled.com) will track all URLs within that subdomain (like support.assembled.com/help, support.assembled.com/articles, etc.).

• Recommendation: Keep contact platform websites excluded from your configured allowed websites. Instead, defer adherence tracking to the more specific states received from your contact platform rather than applying a blanket in-adherence state for the entire platform subdomain (e.g., companyname.zendesk.com). This is especially relevant if you map different productive contact platform states to different channels or events.

FAQs

Q: How does changing my allowed websites impact historical data? A: When you edit or delete approved websites, historical agent state data will be preserved and past adherence calculations will remain unchanged. New activity will use the updated website configuration.

Q: What browsers does URL tracking support? A: Currently, URL tracking only works with Google Chrome through the Assembled Chrome Extension.

Q: Can I see exactly which pages agents visited? A: For approved websites, yes—you can see the specific domain and timing. For unapproved websites, you'll only see "Unapproved website".

Q: What happens if an agent has multiple tabs or windows open? A: Assembled tracks the active tab (the one currently in focus). Only the active tab's URL will be recorded for adherence calculations.