If you edit a schedule after Assembled has already excluded time on it, you can end up with a mismatch: time an agent actually worked shows up greyed out, or "excluded," even though it falls inside their current shift. This article explains why that happens and what to do about it.
What is an automatic exclusion?
Assembled automatically excludes time from an agent's adherence and productivity metrics when they're in a productive state, such as on a call, after their scheduled shift has ended. This keeps metrics accurate to the schedule that was in place at the time: time worked past a shift end wasn't scheduled, so it's set aside rather than counted.
This exclusion is created based on the shift as it was scheduled at that moment. It's the correct outcome for that schedule.
Why might excluded time look wrong after I edit a schedule?
Important: Assembled does not automatically re-check or recalculate an existing exclusion when you edit the schedule underneath it afterward.
If you later change a shift's end time, for example while extending it as part of a broader schedule update, any exclusion already created for that day stays exactly where it was. If the exclusion's time window now falls inside the new, longer shift, it will keep greying out that time, even though the agent is now scheduled to be working then.
In other words, the exclusion was correct when it was made. The schedule changed afterward, and the exclusion didn't change with it.
How do I check whether this is happening to my team?
Compare two dates for the affected time block:
- When the exclusion was created.
- When the shift's end time was last edited.
If the exclusion was created before the shift end time was pushed later, and the excluded window now sits inside the current, longer shift, that's the pattern to look for. It typically shows up after a bulk schedule update, a re-publish, or any change that extends shift end times for a group of agents.
What should I do if I find a stale exclusion?
Removing an exclusion isn't something you can do yourself today. Contact support with the agent's name and the affected dates, and we'll remove the outdated exclusion blocks for you.
Note: Once a stale exclusion is removed, the issue won't come back for those days. Because the schedule now matches what the agent actually worked, Assembled won't generate a new post-shift exclusion for that time.
Questions? Contact support@assembled.com and we'll be glad to help.
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