Plans and permissions:
- Map agent states and change how they look: Admin role
- To map agent states and change how they look, a custom role needs the Admin base role.
Use agent state mappings to define what it means for a team member to be in or out of adherence. Each mapping links an agent state from your contact platform, such as Online or Away, to the Assembled events it matches. Mappings power the adherence metrics in Monitor > Real-time overview, Report > Agent scorecard, and Report > Team performance.
To open it, go to Configure > Agent states. Mappings are on the Mappings tab.
Navigating the Mappings tab
The Mappings tab lists your agent states in a table with these columns:
| Column | What it shows |
|---|---|
| Agent state | The state’s name, as it appears in Assembled. Select the pencil icon to change how it looks. |
| Platform | The contact platform the state comes from. |
| Status | Active or Inactive. |
| Matched events | The events this state is in adherence with. |
| Real-time adherence | How the state counts for real-time adherence, if your company uses it. |
| Channels, Queues | The channels and queues of the matched events. |
| Counted towards occupied time, Counted towards available time | Whether time in this state counts as occupied or available when Assembled calculates occupancy. |
How agent state mappings work
- Each contact platform has its own agent states that describe what a team member is doing. For example, Intercom’s states are Available, Away, Away and Reassign, and Offline.
- Some platforms, such as Zendesk and Intercom, have a fixed set of states. Others, such as Kustomer, let you create your own.
- When a team member’s state matches the events they’re scheduled for, they’re in adherence. For example, if a team member is scheduled for a phone event and is in a state mapped to phone events, they’re in adherence.
- You map each state in one of two ways, Basic or Advanced. A state can’t use both: to switch, clear the selections of the other kind first.
- Changes apply to the last 4 weeks of team member performance metrics, such as adherence and occupancy, but not to older data. To apply a change further back, contact our team.
States from Assembled’s own apps
Besides your contact platforms, Assembled’s own apps can report agent states. Each one appears as its own platform in the Platform column, and you map its states the same way:
- Zendesk: states from the Assembled App for Zendesk, such as Online (Tickets) and Online (Not Zendesk). See Zendesk time tracking.
- Activity tracker for Zendesk: the same kinds of Zendesk states, reported by the Assembled Chrome extension when Zendesk activity tracking is on.
- Assembled Chrome extension: states from website tracking, with one state for each approved website, plus Untracked website and Offline.
Basic mappings
Basic mappings use groups of event types, based on their classification and channel. You can choose more than one group for a state, such as:
- Productive events for a channel, such as Productive phone events.
- Default events, or Auxiliary productive events and Auxiliary non-productive events if your company uses auxiliary events.
- Time off events.
Productive events are linked to a channel. Default and time off events aren’t, and don’t affect your staffing.
Advanced mappings
Advanced mappings use individual event types. Choose them when a state should match only some events in a group.
Map agent states to events
- Go to Configure > Agent states.
- On the Mappings tab, select Edit agent state mappings.
- For each agent state, open Matched events and choose Basic or Advanced.
- Choose the event groups or event types that the state should match.
- Select Save, or press Cmd + S on a Mac or Ctrl + S on Windows.
To leave without saving, select Cancel.
Change how an agent state looks
- Go to Configure > Agent states.
- Select the pencil icon next to the agent state.
- In Edit appearance, choose a Background color and a Text color. Preview shows how the state will look.
- Select Save.
You can choose any colors, but keep agent states readable: use a light background with dark text, or a dark background with light text. For guidance, see these accessibility standards for color contrast.
Tips for setting up mappings
- Map productive states to productive events: for example, with Zendesk Talk, the productive states are On call, Online, and Wrap up, so map them to your productive phone events.
- Mirror your event types: if your contact platform lets you create your own agent states, as Kustomer does, name your states after your Assembled event types. That makes it clearer to team members whether they’re in adherence.
- Map only the events that apply to the platform: some platforms only cover certain kinds of work. For example, if you connect Zendesk Chat, map its states to chat event types only.