"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

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

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.

Read the case study

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

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
Live SLA monitoring and dynamic forecasting
Configurable parameters for SLA, response times, productivity, and minimum staffing requirements