Plans and permissions:
- View anyone’s scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
- View your own scorecard: Standard or Basic role, or a custom role with Agent scorecard set to View own scorecard
- Change thresholds: Admin role
- Edit agent states: Admin role, or a custom role with Agent state editing set to Can edit agent states for any agent
- Managers can see thresholds but not change them.
Use the Agent scorecard to see how one team member is performing over time and what their day actually looked like. Its Metrics section charts the team member’s metrics, such as adherence and cases solved, against the targets you set. Its Timeline section compares their schedule with the states their contact platforms reported, for a single day.
To open it, go to Report > Agent scorecard. People who can see only their own scorecard find it at Report > My scorecard.
Open a team member’s scorecard
- From the Report menu: go to Report > Agent scorecard and choose the team member.
- From the Staffing timeline: select the icon next to a team member’s name, then View scorecard in the details that open.
- From Real-time agent analysis: select a team member’s name, then View scorecard at the bottom of the details panel. See Real-time agent analysis.
How the Metrics section works
- Each metric has a card with its value for the date range, how it compares with its threshold, and a chart. Use Channel and Queue to filter the cards.
- What each point on a chart covers depends on the date range: one hour for a single day, one day for ranges under 28 days, and one week for 28 days or more. Charts show daily or weekly averages.
- Hovering over a point highlights the same period on every other chart.
- Hover over the info icon next to a metric’s name for its definition. For how adherence metrics are calculated, see Schedule and adherence metrics.
- The metrics update on a schedule rather than instantly, and the section shows when they were last updated. See Data update times in reports.
Choose metrics
Select More actions (the menu next to Manage thresholds), then Choose metrics, and select the metrics to show. Your choice changes only what you see; it doesn’t affect anyone else at your company.
Set thresholds
A threshold is the target for a metric, such as 80% schedule adherence. Thresholds are saved for everyone at your company, and anyone who can see a scorecard sees them.
- Select Manage thresholds.
- Choose the metrics to set thresholds for, and enter a value for each. You can set thresholds for each channel and queue combination.
- Save your changes.
Each threshold appears as a dashed line on its chart, and the card shows how far the metric is above (in green) or below (in red) the threshold. To remove a threshold, set its value to 0.
See the cases behind a metric
Where a metric’s title is underlined, select it to open a side panel listing the cases included in the metric.
- Expand Show calculation details, where available, to see the settings and integration details behind the calculation. To change any of those settings, contact our team.
- The side panel shows the total for the whole date range, even when the chart shows a daily or weekly average.
- To see the date of each case, select Download to save the list as a CSV file.
Timeline
The Timeline section shows one day of the team member’s activity: their schedule from the Staffing timeline, the states their contact platforms reported, and metric rows for Schedule adherence, Productive adherence, and Occupancy. For what each row and color means, see Activity timeline.
- Whether a state counts as in adherence depends on your agent state mappings, where you set which states match each event type.
- If the team member’s states come from more than one contact platform, adherence for an event uses the platform mapped to the event’s channel. For example, if they’re scheduled for an event mapped to the Chat channel, and Zendesk Chat is mapped to Chat, adherence for that event uses Zendesk Chat’s states.
- If an event or platform is mapped to more than one channel, the team member is in adherence if they’re in adherence on any of those channels.
- Productive adherence only measures productive events. Schedule adherence measures every scheduled event except time off, and needs the Schedule adherence metric turned on.
- Select a state to see when it started and ended, how long it lasted, and, for Zendesk, ticket details.
Zoom in on the timeline
People can switch states quickly, so you can zoom in to as little as three hours at a time.
- Zoom in: select an hour on the timeline, or select Zoom in next to the date picker.
- Zoom out: select the first or last hour shown, or select Zoom out.
- While zoomed in, you can zoom in further, and scroll along the timeline with the scroll bar.
Edit agent states
If a team member’s states are wrong, for example because they forgot to log out, you can correct them. Select Edit agent states, or select a state and then Edit. See Agent state editing.
Download timeline data
To download the team member’s states for the day as a CSV file, select More actions, then Download timeline data. To export states for many people at once, see Agent states export.
Agent states and blank spaces
Agent states are what your contact platforms report a team member is doing at any moment, such as online, on a call, or away. Assembled pulls them in automatically from your integrations. Set up your agent state mappings before you rely on the scorecard, because adherence and occupancy depend on them. See Agent state mappings.
A blank space on the timeline means one of these:
- In an adherence row: the event wasn’t productive, so productive adherence isn’t measured for it.
- In a platform’s row: the platform reported no state for that time. Some platforms report an explicit state such as “Offline”, and others report nothing.
Troubleshooting
The Metrics section and Timeline show different adherence
The adherence in the Metrics section and in the Timeline section can be different for the same day. Team performance and report exports can differ from the timeline in the same way. This is expected for a while after a change to a schedule, an event mapping, or a team member’s states, and the numbers match again once the reports update.
The timeline loads the team member’s schedule and states when you open it, so it shows a change as soon as it’s saved. See Activity timeline. The Metrics section, Team performance, and exports update on a schedule instead, so they show a change only after their next update.
| Cause | How to tell | What to do |
|---|---|---|
| Something changed since the reports were last updated | A schedule, an event mapping, or the team member’s states changed recently. Compare how long ago the time you changed was with when the Metrics section shows it. | This is expected. While you wait, use the Timeline section: it reflects the team member’s schedule and states as they are now, so use it when you need the current number for a specific day, such as right after correcting a schedule. |
If the update time has passed and the numbers still don’t match, chat with our team and include the team member’s name; the date you’re looking at, and your time zone; screenshots of the adherence in the Metrics section and in the Timeline section for that date; what changed, and when; and what you’ve already tried.
Did something change since the reports were last updated?
After a change to a schedule, an event mapping, or a team member’s states, the Metrics section, Team performance, and exports can show the adherence from before the change until their next update.
To check whether this applies, check how long ago the time you changed was, and compare it with when the Metrics section, Team performance, and exports show it:
| Time you changed | When the Metrics section, Team performance, and exports show it |
|---|---|
| In the last 24 hours | Within about 2 hours |
| In the last 4 weeks | By the next day |
| More than 4 weeks ago | Not automatically. Contact our team to apply the change. |
When you edit a team member’s states on the scorecard, Assembled starts updating the metrics for the edited time right away, however long ago it was. While it runs, the Metrics section shows Recomputation in progress; hover over it to see the dates being updated. This can take from a few hours to a few days.
The Metrics section, Team performance, and exports all update on the same schedule, so if one of them looks out of date, the others will too until the next update. They’re best for trends over time.