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
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 realtime 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!
