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](https://cdn.prod.website-files.com/610225ff318d10884843dede/64b6b3029877a7cc3a8f9ee9_Solutions_realtime_Hero.png)
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](https://cdn.prod.website-files.com/610225ff318d10884843dede/633953cea3f8a503bca3c183_realtime%202.png)
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](https://cdn.prod.website-files.com/610225ff318d10884843dede/64b6b358d9319278ae708d93_Solutions_Performance_1.png)
![](https://cdn.prod.website-files.com/610225ff318d10884843dede/63395430c6e89f3684a35684_realtime%205.png)
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](https://cdn.prod.website-files.com/610225ff318d10884843dede/64b6a60c4e905eed00fafe18_Solutions_Backlog.png)
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!