Plans and permissions:
- Turn on website tracking: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
- Add approved websites and map them to events: Admin role
- To add approved websites and map them to events, a custom role needs the Admin base role.
Use website tracking to give team members credit for work they do in Chrome outside your contact platform, such as in a CRM, an internal dashboard, or another browser-based tool. You choose which websites count as work. The Assembled Chrome extension reports when they’re on those sites, and the time counts toward adherence when you map each site to the events people are scheduled for.
To add websites, go to Configure > Agent states and select Track website. Website tracking needs the Assembled Chrome extension installed for every team member you want to track.
How website tracking works
Each approved website becomes its own agent state, named by its address, on the Assembled Chrome extension platform. The extension reports one of three kinds of state:
| State | When it’s reported | How to map it |
|---|---|---|
An approved website, such as crm.example.com
|
The team member’s active tab is on that website | Map it to the productive events where that work counts |
| Untracked website | The team member’s active tab is on any other website | Usually leave it unmapped, so the time doesn’t count toward productive adherence |
| Offline | Chrome isn’t the window in focus, or Chrome is closed | Usually leave it unmapped |
- The extension tracks only the active tab in the window that’s in focus, not tabs in the background.
- Websites match on their full address, such as
help.example.com. Page paths after the address, andwww.at the start, are ignored. - Each subdomain is a separate website, so add each one your team works in.
- These states work alongside the states from your contact platform, and adherence and other activity metrics are calculated from your agent state mappings as usual.
- When you edit or delete an approved website, past agent state data and past adherence stay as they were. New activity uses the updated list.
- Website tracking works only in Google Chrome. Team members need a profile in Assembled to be tracked.
Where website tracking data appears
| Where | What you see |
|---|---|
| Monitor > Real-time overview | The website a team member is on, and whether they’re in adherence |
| Report > Agent scorecard | An Assembled Chrome extension row on the activity timeline, with each website, its start and end times, and whether the time was in adherence |
| Report > Team performance | Website time is included in adherence and other team metrics |
For approved websites, you can see the website and the time spent there, but not which pages the team member visited. Other websites appear only as Untracked website.
Choose which websites to add
- Add every website where your team does work that should count toward adherence, such as Salesforce, Intercom, or internal dashboards. You can add more at any time.
- Don’t add Zendesk. It’s tracked separately, in more detail, by Zendesk activity tracking.
- Leave out your other contact platforms’ websites too. Their own integrations send more specific states, such as which channel a team member is working, which give more accurate adherence than one state for the whole site.
Turn on website tracking
- Go to Configure > Third-party integrations.
- On the Assembled Chrome extension card, turn on Track approved websites.
- Make sure every team member you want to track has installed the extension and is signed in to Assembled in Chrome.
Add an approved website
- Go to Configure > Agent states and select Track website.
- In Add approved website, enter the website’s address in URL, such as
example.comorhelp.example.com. - Optionally, under Appearance, choose a Background color and Text color. The Preview shows how the state appears on the agent scorecard’s activity timeline.
- Select Save.
Assembled creates an agent state for the website. Next, select Edit agent state mappings and map the new state to the productive events where that work counts. For the steps, see Agent state mappings.