If your Agent Scorecard shows an agent as Online when you'd expect a more specific status like In-Call, this usually points to a gap between Assembled and your calling platform integration, not a problem with the scorecard itself.
Why does an agent's status show as "Online" instead of "In-Call"?
Detailed statuses like In-Call come from your calling platform integration (for example UJET, Connex, or Five9). Assembled matches each agent in your calling platform to the corresponding agent in Assembled, then uses that live call data to populate the scorecard.
When Assembled can't match an agent's account in the calling platform, their real-time call activity doesn't come through. The scorecard falls back to a more general status, like Online, instead of showing what the agent is actually doing.
Keep in mind: Assembled only tracks live status changes. If an agent's call activity wasn't coming through, that history can't be recovered or backfilled once the issue is fixed.
How do I fix this for an affected agent?
- Confirm the agent is currently active in your calling platform.
- Confirm the agent's calling platform account uses the same email address as their Assembled account.
- If the agent was recently added, removed, or re-added in your calling platform, that's the likely cause. Once they're active with a matching email, their call status should start syncing again automatically.
Important: If you manage your calling platform through a separate admin or IT team, loop them in. This is typically a calling platform account issue rather than something to fix on the Assembled side.
What if this is affecting a whole team or queue, not just one agent?
If multiple agents across the same queue or team are all showing Online instead of In-Call, check whether anything changed on your calling platform account around the time the issue started, such as:
- A license or seat change affecting a group of agents
- A bulk agent reassignment, deactivation, or update
- A migration or reconfiguration of the calling platform integration
Numerous agents losing accurate status around the same date is a strong signal of an account-level change on the calling platform side, rather than several unrelated issues.
How do I know it's fixed?
- Do a hard refresh of the page (Cmd+Shift+R or Ctrl+Shift+R).
- Confirm agents are logged into Assembled through the Zendesk app, with the app open in the top-right corner.
- Avoid keeping the scorecard open in multiple tabs, since this can affect how status is recorded.
Questions? Contact support@assembled.com and we'll be glad to help.
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