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
Use this article to understand what drives the numbers in Assembled’s metrics: which time counts as productive, where team member activity data comes from, how the most common metrics differ, and which settings change them. It helps you explain a number to stakeholders, choose the right metric for a question, or work out why a number looks wrong.
To see a metric’s definition in a report, hover over the info icon next to its name. If a number doesn’t match another report, see Metric mismatches between reports.
What counts as productive time
Many metrics depend on which time counts as productive. Three settings decide that:
- Event types (Configure > Event types): which scheduled events count as productive, non-productive, or time off. See Event types.
- Agent state mappings (Configure > Agent states): how the statuses from your contact center or CRM, such as Zendesk, Talkdesk, or Five9, count toward adherence, occupied time, and available time. See Agent state mappings.
- Queue mapping (Configure > Queues and exclusions): which channel and queue each case and each piece of team member activity belongs to.
Time spent working on cases comes from your support platform. Team member activity comes from status selections (aux codes), automatic browser or app activity, or integration syncs, depending on your setup.
How common metrics differ
| Metric | What it measures |
|---|---|
| Productive adherence | Right activity at the right time during scheduled productive blocks |
| Schedule adherence | Following all scheduled events (except time off) |
| Conformance | Right amount of productive time worked compared with scheduled (timing doesn’t matter) |
| Scheduled utilization | Share of the schedule allocated to productive events |
| Actual utilization | Share of actual worked time that was productive |
| Occupancy | Share of available and occupied time spent actively on customer work |
| In-office shrinkage | Share of scheduled time spent in non-productive states |
High productive adherence doesn’t guarantee high occupancy. A team member can be fully adherent during a productive block but idle when contact volume is low.
For the full calculations, see Schedule and adherence metrics and Productivity and utilization metrics.
Settings that change metrics
These settings change how metrics are calculated. Some are set on Assembled pages, and our team can check or change the others for you.
| Configuration | Metrics affected | What changes |
|---|---|---|
| Productive and non-productive event types | Adherence, utilization, shrinkage | What counts as productive scheduled time |
| Auxiliary productive event types | Adherence (all), utilization (all channels) | Adds auxiliary time to productive time |
| Agent state mappings | Adherence, occupancy | Which platform statuses count as busy, available, or offline |
| Count every solve or final solve only | Cases solved, rates per hour | Multiple solves per case, or one |
| Pending = solved (Zendesk) | Cases solved, pending volume | Pending tickets may count as solves |
| Units of work | Handle time, solves, throughput | Case-level or unit-of-work-level metrics |
| Queue and channel mapping | Volume, SLA, occupancy by channel | Which work appears in each channel |
| Agent state exclusions | Adherence | Periods removed from adherence, such as training or outages |
| Kustomer ignore bots | Handle time, first response | Bot messages excluded from timing |
| Talkdesk wait time for first response | Handle time, time to answer | Wait time used as the first response duration |