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.
See everything, miss nothing
Instant access to the metrics that matter, from adherence to granular agent states to current SLAs. It's like your very own Mission Control for support operations.
View real-time agent states, scheduled events, and adherence metrics for all teams and locations. Stay on top of operations as they're happening.
Monitor SLAs live, with insights into performance across all channels, queues, and BPO partners. Spot problems before customers do.
View live cases in progress and stay on top of any surges in ticket volume by tracking first response times and cases solved by channel.
Take action without delay
Identify root causes of lower SLAs, adherence, or occupancy, and instantly make necessary staffing changes without ever leaving Assembled. No context-switching, no delays.
Intuitive scheduling adjustments and keyboard shortcuts make updates seamless. Rebalance workloads or reassign agents with just a few clicks.
React to real-time conditions instead of waiting for problems to build up. Make changes before they cascade into bigger issues.
Slack alerts notify agents when they're out of adherence too long, so they can self-correct or escalate cases when necessary. Custom warning thresholds prevent issues.
"It is the bane of any scheduler or RTA’s existence to schedule team meetings, one-on-one meetings, coaching, or training. It can be an innumerable amount of hours, and we don’t have to do that anymore.”
“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.”
Uplevel agent coaching
Use the Agent Scorecard to get into the details of agent performance, react quickly to productivity dips, and provide targeted coaching based on real-time data. Finally, coaching conversations backed by facts instead of feelings.
Average adherence, email utilization, cases solved by agent, and QA scores all in one place. See the complete picture of how each agent is really performing.
Zoom in on agent adherence and insights on events and agent states, down to the minute. Automatic tracking on ticket work plus manual aux codes when needed.
Define what success looks like for every metric. Your team knows the targets, and you know when someone needs support.
Insights to drive improvements
Dig into agent-specific metrics that inform actual staffing decisions, identify adherence gaps, and understand exactly what kinds of cases your agents are facing. Turn data into action instead of just pretty dashboards.
See cases solved per scheduled hour, average handle time across phone and chat, and first response times by channel. Get the context you need to make smart decisions.
Monitor real-time email volume and adherence patterns. Configure parameters that match your actual workflow instead of fighting against unrealistic standards.
The Chrome extension for tab management ensures accurate agent states while giving agents the autonomy they need. Get visibility into granular states without making anyone feel watched.
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