Plans and permissions:
- View every team member’s activity timeline: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
- View your own activity timeline: Any role
Use the activity timeline to compare what a team member actually did with what they were scheduled to do. When your team uses the Assembled Chrome extension, the timeline gets extra rows for the activity the extension captures, next to the states from Zendesk and your other connected platforms. Each row answers a different question, and together they give a fuller picture of the team member’s day.
To open it, go to Report > Agent scorecard, choose a team member, and scroll to Activity timeline.
How the activity timeline is laid out
| Row | What it shows |
|---|---|
| Scheduled events | The team member’s events from the schedule |
| Schedule adherence, Productive adherence, Occupancy | How closely the team member followed their schedule, and how occupied they were. Occupancy appears once your agent states have occupancy types set. Use Metrics to choose which of these rows to show. |
| One row per state source | The states each connected platform or tracker reported, such as Zendesk, Intercom, Five9, Kustomer, or Slack |
Rows for Zendesk and the Chrome extension
| Row | Where the data comes from | What it shows |
|---|---|---|
| Zendesk | The Assembled app in Zendesk | The team member’s states from their activity in the Zendesk workspace |
| Assembled Chrome extension | The extension’s website tracking | Time on approved websites, Untracked website, and Offline |
| Activity tracker for Zendesk | The extension’s Zendesk activity tracking | Which Zendesk pages the team member was on, such as Online (Tickets) or Online (Zendesk Dashboard) |
The Activity tracker for Zendesk row complements the Zendesk row with a view from the browser, so Zendesk activity is still captured if one source misses it. State names can differ depending on your agent state mappings.
How several sources affect adherence and occupancy
Assembled treats each source as a separate input, and a team member is in adherence if any connected source shows a state that’s mapped to their scheduled event.
For example: The Zendesk row shows a team member as offline, but the Activity tracker for Zendesk row shows them on a ticket. If Online (Tickets) is mapped to the event they’re scheduled for, they’re counted as in adherence.
This way, team members get credit for work that any connected source captures, even if another source is delayed or inaccurate. As long as the extension is running and your mappings are set up, a mismatch in one source doesn’t cost anyone adherence or occupancy.