Bring all of your support data sources together in one place to create an eagle's eye view of your support operation.
Keep track of key metrics
Display key metrics for each channel, optionally broken out by queue. Each panel displays metrics such as active contacts, wait times, service levels, response times, and more.
Use the Configure panels button on the upper right hand side of the page to customize the panels that you see. You can change the channels and queues displayed or the ordering of the panels. Adding a queue will display only metrics for the specified channel and queue.
Each metric can have a threshold set to alert when it is above or below a specified value. This is useful when you want a different visual display when a metric is better or worse than expected.
To configure the thresholds for a particular metric, hover over the information icon for the metric. You'll see information about the metric and any thresholds that are already set. Click on the gear icon to edit these thresholds.
You can update the number of thresholds and set each threshold. In the example below, Assembled will show the warning color of orange if the Longest wait time today is between 10 and 20 and will show the danger color of red if it is greater than 20.
Keep track of your agents
With live-updating agent states, you can quickly see the number of agents who are
Away and reconcile scheduled events with actual metrics and agent activity. Assembled pulls agent state data directly from your contact platform, so the names of the different states will depend on your platform.
We also show how long the agent has left in their shift and how long they have been in the current state we are receiving from your contact platform. Additionally, if using Zendesk and the Zendesk app, we can show what ticket an agent is currently viewing.
Note: If agents don't appear to be mapping between your contact platform and Assembled and are showing as "Please connect agent profile", check to make sure:
Emails match between your contact platform and Assembled.
Those users are not admins in Zendesk.
Set up agent state mappings
Assembled provides adherence information for any mapped agent who is scheduled for a productive activity. This excludes agents who are currently scheduled for time off or non-productive activities (e.g. Out of Office or Lunches/Breaks).
Assembled attempts to automatically map agents from all platforms, but you may occasionally need to manually map an agent using your contact platform's agent ID by clicking on the Please connect agent profile link.
Note: For Zendesk Chat, there is a 5-minute delay in our data due to the Zendesk API.
For more information on understanding the Realtime overview be sure to check out this article!