Why are some Team Performance metrics blank for email?

If your team uses Assembled's Salesforce integration for case tracking and InContact for phone calls, some reporting will look different from what you'd see on Chat or a single connected channel. This article covers which Team Performance metrics are affected for email, how phone data is split between InContact and Salesforce, and what to do if a call looks stuck open.

Why are some Team Performance metrics blank for email?

Email is treated as an asynchronous channel in Assembled, unlike chat and phone. Because of this, four metrics currently don't populate for email, regardless of your integration: average handle time per case, messages sent and received, CSAT responses, and first contact resolution rate.

• Messages sent and received only populates for accounts connected through a specific legacy integration path. If you're on the Salesforce integration, this column will stay blank.
• CSAT responses aren't currently captured for any company connected through the Salesforce integration. This affects both Team Performance and Agent Scorecard CSAT columns.
• First contact resolution rate isn't yet available in Team Performance for any channel or integration. We're working on connecting this metric to Team Performance's current reporting system.

Why does my phone data come from two different sources?

If you use InContact for calls and Salesforce for case tracking, Assembled treats them as two separate systems that measure different things.

• InContact reports on your actual telephony data: call volume, handle time, queued time, and talk time.
• Salesforce reports on case details. A case can have a "Phone" origin without representing a live call, since that origin just describes how the case was created.

Because these two systems track different things, your InContact call metrics and your Salesforce Phone-origin case counts won't necessarily match. If you need a single number for phone-based support activity, use InContact's call metrics rather than Salesforce case counts.

Why do some phone contacts stay open longer than expected?

If your InContact integration is a custom setup rather than Assembled's built-in InContact integration, some calls may not send the final closed signal Assembled needs to mark them complete. When that happens, finished calls can continue to show as open on your dashboard.

If you're seeing calls that should be closed, contact support@assembled.com so we can help confirm what's happening with your account.