Real-time management

Expertly manage intraday operations

Stay one step ahead of your customers by closely tracking real-time performance, productivity, and other metrics that influence your SLAs.

scheduling, forecasting, and reporting illo
"The Realtime Dashboard has been really useful, especially in our remote environment. We can 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

Every metric you need in one live dashboard

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

  • Current agent states, scheduled events, and adherence metrics
  • SLA monitoring across all channels, teams, and queues
  • View live tickets in progress
  • 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 keyboard shortcuts
  • Make proactive schedule changes
  • Rebalance workloads or reassign agents
zendesk forecasting configuration illo

Stay close to how your agents are performing

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
  • Adherence trends by channel

Coach agents through data-driven examples

Use the Agent Scorecard to get into the details of agent performance and quickly react to productivity dips.

  • Average adherence percentage, email utilization percentage, and cases solved by agent
  • QA score via MaestroQA and Klaus 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
zendesk forecasting configuration illo

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
zendesk forecasting configuration illo

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!

request demo