Plans and permissions:
- View metrics in Team performance: Admin or Manager role, or a custom role with Team performance set to Can view and export
- View metrics on anyone’s scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
A metric in one Assembled report can differ from the same metric in another report, or from your CRM or telephony platform’s own reports. It can also be higher or lower than you expect. This is usually because the two numbers use different filters, settings, or definitions, not because data is missing.
For two specific cases, see The Metrics section and Timeline show different adherence and Productive adherence is over 100%.
A metric differs between two Assembled reports
| Cause | How to tell | What to do |
|---|---|---|
| Different filters, dates, or time zone | Note both numbers, the reports they’re from, and the filters and dates used. The reports use a different date range, time zone, or filters, such as channel, queue, site, or team. | Set the same date range, time zone, and filters in both reports. |
| Different metrics | Hover over the info icon next to each metric’s name in the report to see what it measures. Some metrics answer different questions, such as adherence and conformance. | To read the numbers, see how common metrics differ in Metric calculations. |
| Overlapping scheduled events | Scheduled hours differ between Team performance and Schedule analysis, and the team member’s schedule has duplicate events. | Remove the duplicate events on the Staffing timeline. |
| The report hasn’t updated yet | The note at the top of each report shows when it was last updated. The change or activity happened after that. | A report shows a change or activity only after its next update. See Data update times in reports. |
A metric differs from your CRM or telephony platform’s reports
| Cause | How to tell | What to do |
|---|---|---|
| Your company’s solve settings | Cases solved differs from your platform’s count. To see how solves are counted, see Cases solved, and select the value in the report and expand Show calculation details, where available, to see the cases and settings behind it. | Your company’s solve settings decide how Assembled counts solves. To change solve settings and other company settings, contact our team: see Settings that change metrics. |
| Your platform measures it differently | Handle time or time to answer differs from your CRM or telephony reports. | Compare how each platform defines when a contact starts and ends. See Does your platform measure it differently? |
Adherence, occupancy, utilization, or shrinkage looks wrong
Important: Changes to event types and agent state mappings change metrics for everyone at your company. Reports pick them up for the last 4 weeks by the next day; older data isn’t updated automatically.
| Cause | How to tell | What to do |
|---|---|---|
| An event type’s productive setting isn’t what you expect | Adherence, utilization, or shrinkage is off for a particular event. Check the event in Configure > Event types, since whether an event is productive changes all three. | Go to Configure > Event types and set whether each event is productive. See Event types. |
| An agent state is mapped differently than you expect | Adherence or occupancy is off when team members are in a particular state. Check the state in Configure > Agent states, since each state counts toward events and occupancy as it’s mapped. | Go to Configure > Agent states and update the events and occupancy each state counts toward. See Agent state mappings. |
| Team members appear available on an asynchronous channel | The metric that looks wrong is occupancy or shrinkage for an email or messaging channel, where people can appear available while not working. | To read the numbers, use Actual utilization and Solved (per actual hour) as well. |
Does your platform measure it differently?
Handle time or time to answer can differ from your CRM or telephony reports, because each platform defines when a contact starts and ends differently. For each platform’s definitions, see Handle time metrics.
To check whether this applies:
- Compare the same channel and the same date: Assembled usually looks at cases by created date.
- Check how your platform and Assembled each treat timestamps and created or solved dates, and whether each includes hold, wrap-up, and queue wait time.
- Select the metric’s value in a report and expand Show calculation details, where available, to see the cases and settings behind it.
Company settings, such as ignoring bots on Kustomer or how Talkdesk wait time is handled, change the result. To change a company setting, contact our team. See Settings that change metrics.
What if it still doesn’t look right?
Chat with our team and include:
- The two reports and the metric
- The filters and dates you used
- Screenshots of both numbers
- If you’re comparing with another platform, that platform’s report
- What you’ve already tried