Realtime Management

real-time management

Expertly manage intraday operations

Transform data into action with a unified, real-time view of metrics that matter most — empowering you to make quick decisions that enhance customer experiences and keep SLAs on track.

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scheduling, forecasting, and reporting illo

"The realtime dashboard has been really useful, especially in our remote environment. We track KPIs easily and shift people around as we see queues building up or metrics trending in a certain direction, like wait times going up."

Jackie Chung Workforce Analyst, Casper

Real-time visibility across your entire workforce

Assembled gives you instant access to the metrics that matter, from adherence to granular agent states to current SLAs. It’s like your very own Mission Control.

View real-time agent states, scheduled events, and adherence metrics for all teams and locations
Monitor SLAs live, with insights into performance across all channels, queues, and BPO partners
View live tickets in progress
Stay ahead of demand by tracking first response times and cases solved by channel

Take critical action without hesitation or context-switching

Identify root causes of lower SLAs, adherence, or occupancy, and instantly make necessary staffing changes without ever leaving Assembled.

Drag-and-drop scheduling and intuitive keyboard shortcuts
Proactively adjust schedules with just a few clicks
Rebalance workloads or reassign agents

Uncover insights to drive improvements

Dig into a wide range of agent-specific metrics to inform staffing changes, identify adherence gaps, and understand exactly the kinds of cases agents are facing.

Performance and schedule metrics for all agents
Breakdown of cases solved per scheduled hour
Average handle time for phone and chat support
First response times and adherence trends by channel

Many of the processes we have now are built out of the capabilities of Assembled. We used to just have 'productive hours.' Now we know exactly when someone's on break or working on phones.

Breanne McCormick Fmr Strategy and Reporting, Ro

Ro improves team adherence and team accountability in just a few weeks.

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Coach agents through data-driven examples

Use the Agent Scorecard to get into the details of agent performance, react quickly to dips in productivity, and provide targeted coaching based on real-time data.

Average adherence percentage, email utilization percentage, and cases solved by agent
QA score via integrations
Zoom in on agent adherence and insights on events and agent states, down to the minute
Threshold settings to set team expectations for all metrics

Get a live view into asynchronous channels

Hold asynchonous channels to the same standards as live support with Assembled’s real-time tracking. Monitor SLAs, email adherence and backlog, and in-progress tickets to inform key intraday changes.

Real-time view of email backlog volume
Configurable parameters for SLA, response times, productivity, and minimum staffing requirements

Understand agent activity without micro-managing

Assembled’s App for Zendesk automatically tracks agent activity down to a granular level, and includes aux codes for manual tracking.

Automatic tracking on ticket work within Zendesk
Options for agents to manually set aux codes
Visibility into granular agent states
Chrome extension for tab management, ensuring accurate agent states

Resources about real-time management

See us in action.

Want to know how Assembled can help your team rise to the occasion? Set up time with us to learn more!

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