Agent state mappings allow you to define what it means for an agent to be in or out of adherence. These mappings will power the adherence metrics you see across Assembled, including in the Realtime Overview, the Agent Scorecard report, and the Team performance report.
What are Agent states?
Each contact platform has its own set of Agent states to describe what an agent can be doing at any given time. Some platforms (e.g. Zendesk and Intercom) provide a predefined set of states, while other platforms (e.g. Kustomer) allow you to customize your states.
Example states for Intercom: Available, Away, Away and Reassign, and Offline.
How to map events and Agent states
Basic mappings are done based on how we categorize Events- productive, default, and time off- and what Channel they are associated with.
As a refresher, Productive events are those associated with a Channel, whereas Default and Time-off events aren't associated with a Channel and do not impact your staffing. Examples of these combinations you may see in the drop-down include, Productive + Channel (phone, chat, email) Events, Time-off events, and Default events. You can choose multiple event type groupings for one Agent state mapping.
Advanced mappings are done by selecting the individual events that you want to be mapped to a specific Agent state.
You cannot map agent states on both a basic level and advanced level. It is one or the other.
Productive agent states should map to productive event types. I.e., if you're connected to Zendesk Talk, the productive states are "On call", "Online", and "Wrap up", these should be mapped to your group of productive phone Events.
Tips for setting up mappings
For contact platforms that allow you to customize your Agent states (like Kustomer), try to mirror your Agent states with your Assembled Event types. Your agents will more easily understand whether they're in adherence if the Event types in Assembled are the same as the Agent states in your contact platform.
Some contact platforms will only be relevant for a certain set of Events. For example, if you have Zendesk Chat connected as a platform, then you should only set up mappings to chat Event types.