Plans and permissions:
- View anyone’s activity timeline: Admin, Manager, or Team Lead role, or a custom role with Agent states set to View agent state information for all agents
- View your own activity timeline: Standard or Basic role, or a custom role with Agent states set to View only their own agent states
- Change agent state mappings: Admin role
- To change agent state mappings, a custom role needs the Admin base role.
Use the Activity timeline on the agent scorecard to compare what a team member was scheduled to do with what their tools say they did, minute by minute, and see where the two matched. This article explains each row, numbered as in the screenshot below.
To open it, go to Report > Agent scorecard, choose a team member, and scroll to Timeline. For the rest of the scorecard, see Agent scorecard.
Navigating the Activity timeline
At the top is the team member’s schedule for the day, such as Chat and Email, QA Live Session, or Meal, with the total time for each event. Every row below is measured against it. Two menus control what the timeline shows:
- Metrics turns the three metric rows on or off. The number in parentheses is how many are on.
- Highlight highlights blocks that match what you choose, such as scheduled productive events, occupied time, or available time, so they’re easier to spot.
| # | Row | What it shows |
|---|---|---|
| 1 | Schedule adherence | Whether the team member followed every scheduled event except time off. See Schedule adherence. |
| 2 | Productive adherence | Whether the team member followed their scheduled productive events. See Productive adherence. |
| 3 | Occupancy | Whether the person was occupied or available. See Occupancy. |
| 4–6 | Platform rows | The states each connected platform reported, such as Zendesk UAS, Zendesk, and Activity tracker for Zendesk. See Platform rows. |
Admins also see a link to agent state mappings at the bottom of the timeline, which opens the settings that control how every row is calculated. See Where the rules and colors come from.
Schedule adherence
This row shows whether the team member was doing what they were scheduled to do, for every minute of every scheduled event: meetings, training, breaks, QA time, and chat and email time. Time off is the one exception: adherence isn’t tracked for time off, so those hours aren’t scored. The row appears when your company uses the Schedule adherence metric.
- Green means in adherence: the team member’s state at that moment is mapped to the event they were scheduled for.
- Red means out of adherence: their state isn’t mapped to their scheduled event.
For each scheduled event, Assembled checks the team member’s state on their connected platforms during that time. Each state, such as a Zendesk status, is mapped in agent state mappings to the event types it satisfies. If the scheduled event type is one of them, they’re in adherence.
Keep in mind: Red doesn’t mean the team member was idle or logged out. It means the state they were in isn’t mapped to the event they were scheduled for. Someone can be logged in to every tool all day and still show red. If red looks wrong, check whether the state they were in is mapped to the scheduled event type before assuming they were off task.
Productive adherence
This row uses the same comparison as schedule adherence, but only for events marked as productive, such as Chat and Email. Meetings, training, QA, and breaks aren’t evaluated here at all, so the row has gaps where they sit.
- Green means in adherence during a scheduled productive event.
- Red means out of adherence during a scheduled productive event.
Note: Schedule adherence and productive adherence measure different things, so their percentages for the same day rarely match. Schedule adherence scores all scheduled time except time off; productive adherence scores only scheduled productive time.
Occupancy
This row shows when the team member was occupied with customer work and when they were available for it. It isn’t compared with the schedule; it’s based only on their states.
- Blue means occupied: the team member’s state counts toward occupied time.
- Gray means available: the team member’s state counts toward available time.
Occupancy = occupied time ÷ (occupied time + available time). See Occupancy.
This row looks like a dense strip of thin blue and gray stripes, while the adherence rows show a few solid blocks. That’s because the adherence rows merge back-to-back time with the same result into one block, and the occupancy row draws one bar for each state. It’s a difference in how the rows are drawn, not a problem with the data.
Keep in mind: Only states that count toward occupied or available time are included. A state that counts toward neither is left out, which is one reason occupied and available time don’t always add up to the length of the shift.
Platform rows
The rows below the metric rows show the states each connected platform reported. They aren’t copies of the same data: each comes from a different integration, and which ones you see depends on what your company has connected. With Zendesk, for example, you might see three rows:
| Row | Where its data comes from |
|---|---|
| Zendesk UAS | Zendesk’s unified agent statuses, a detailed status system that your Zendesk admin configures, with statuses such as Online, Away, or Transfers only. See Zendesk unified agent statuses. |
| Zendesk | Zendesk’s sessions, which mostly show whether the team member was logged in rather than a detailed status. The many thin blocks in this row usually come from frequent session updates, not statuses they set. |
| Activity tracker for Zendesk | The Assembled Chrome extension, which tracks the team member’s browser activity separately from anything Zendesk reports. This row usually gives the most detailed picture of what they were doing. |
If more than one is connected, use the one your team has agreed to coach from. Activity tracker for Zendesk is usually the most detailed, and Zendesk the least.
Read the platform rows
- Hover over a block to see its state name, start and end time, and, where available, the number of tickets.
- A solid gray block, often labeled “Offline”, means the platform reported no activity then, including before the team member’s shift starts.
- When a team member switches between states very quickly, the timeline can show a striped block with several colors instead of many thin slivers. Hover over it to see each state.
- Colors come from agent state mappings when a state has a color set there. A state without one gets a color automatically, so the same status can appear in different colors until someone sets it.
Note: Zendesk unified agent statuses are mostly custom to each Zendesk account, so a color doesn’t mean the same status at every company. Use the tooltip rather than the color.
Where the rules and colors come from
Every row is driven by one settings page, Configure > Agent states, which the agent state mappings link at the bottom of the timeline opens. For each state your integrations report, an admin sets:
- Matched events: the scheduled event types the state satisfies for adherence. For example, if “Away” isn’t matched to a productive event type, a team member in “Away” during Chat and Email shows red for productive adherence.
- Counted towards occupied time and Counted towards available time: whether the state counts toward the occupancy row. A state can count toward neither.
- The state’s background and text color everywhere it appears on the timeline.
Matched events and occupancy are set separately for each state, so a state can count for adherence, occupancy, both, or neither. If a metric or color looks wrong, check this page first: the cause is usually a missing mapping, not missing data. See Agent state mappings.
How current the timeline is
The timeline loads the team member’s schedule and states when you open it, so it shows changes as soon as they’re saved. The metric charts above it, in the scorecard’s Metrics section, update on a schedule instead, and show when they were last updated. That’s why the two can show different adherence numbers for a while after a change. See The Metrics section and Timeline show different adherence.