Understanding the activity timeline with the Assembled Chrome extension

Overview

This guide explains how to read each row on the agent activity timeline within the agent scorecard, which pulls real-time data into Assembled. After installing the Assembled Chrome Extension and enabling Track approved websites, additional rows may appear, providing more visibility into agent activity.

All agent state data from integrated contact platforms is also reflected on the activity timeline.

In this article:

• How to read the agent activity timeline
• What each row on the timeline represents
• How Zendesk and Chrome Extension data differ
• How multiple data sources impact adherence and occupancy tracking

How to read the agent activity timeline

The Activity Timeline compares an agent’s actual behavior to their schedule using agent state data from contact platform integrations (e.g., Zendesk, Intercom, Five9, Kustomer).

• The top row shows scheduled events from the Staffing Timeline
• The middle rows show metrics (Schedule adherence, Productive adherence, Occupancy)
• The bottom row(s) show live agent state data from connected platforms

If multiple integrations or state sources are connected, each appears as its own row, with adherence calculations based on channel mappings.

How Zendesk and Chrome Extension data differ

Zendesk

• This row shows agent states reported by the Assembled app embedded within Zendesk (the native Zendesk integration).
• It pulls real-time states based on the agent’s activity within the Zendesk workspace.

Assembled Chrome Extension

• This row tracks activity from approved websites via the Assembled Chrome Extension.
• It is separate from agent state tracking within Zendesk and provides additional visibility into activity outside of Zendesk.

Activity tracker for Zendesk (Via Chrome Extension)

• This row shows Zendesk activity captured by the Assembled Chrome Extension.
• It reflects which Zendesk pages an agent is actively viewing (for example, tickets vs. general Zendesk pages), and may surface states such as Online (Tickets) or Zendesk Dashboard. State labels may vary depending on your organization’s configuration and mappings.
• This row complements the embedded Zendesk app by offering a browser-level view of activity, separate from the native integration, and serves as an additional safety net to help ensure all agent state data is captured within Assembled.

How multiple data sources impact adherence and occupancy tracking

Assembled treats each data source (e.g., Zendesk, Chrome Extension) as a separate input, with each appearing as its own row in the Activity Timeline.

Adherence is calculated using an “OR” approach. An agent is considered in adherence if any connected data source shows a state that matches their scheduled activity.

For example, if Zendesk shows an agent as logged off but another source (such as the Chrome Extension) shows they are actively working on a ticket, they will still be counted as in adherence if the state is mapped correctly.

This ensures agents receive credit for work captured by any connected system, even if one source is inaccurate or delayed.

In short, as long as the Chrome extension is active and mappings are set up correctly, agents will not lose adherence or occupancy credit due to Zendesk status mismatches.

Key takeaway

Each row answers a different question. Together, they provide a complete and accurate picture of an agent’s day.