⌚ Prevent agent state errors in Zendesk with our Chrome extension
Our extension ensures you’ll have the clearest picture of real-time agent activity. By limiting agents to having only one tab of Zendesk open at a time and preventing any accidental offline statuses, your agent states will always be accurate in Assembled.
The Assembled App for Zendesk is required to begin using this extension. Visit the Chrome store to get started.
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✂️ Improve agent state accuracy with automated exclusions
Inaccurate metrics when agents forget to log out can be a real pain in the Ass-embled. Now there’s an easy way to customize rules that automatically exclude agent state data if that agent remains logged in after their shift has ended. Along with the new metrics we’ve introduced and manual agent state editing, we’re doubling down on time tracking capabilities to ensure teams have the full picture of how time is being spent across their organization.
This feature is now available for Pro and Enterprise customers. Learn how to get started here.
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👀 See out of adherence duration at a glance
It’s even easier to make intraday decisions with this new highly-requested metric. On Realtime Agent Analysis, managers can now easily sort and see how long an agent has been out of adherence for their currently scheduled productive event.

Enhancements
- For customers with business hours configured across their channels or queues, we now have the option to take configured business hours into account for the SLA we show on the Realtime Dashboard. Email our support team to enable this update.
- There is now a Google Calendar Write Enabled column on the People page CSV export, to show whether a user has connected their calendar to Assembled.
- Agent Scorecard graphs now have hours labeled along the x-axis when looking at one day’s worth of data.
- Agent Scorecards will now show Zendesk ticket information in adherence timeline pop-up windows.
- The header on the People page now sticks to the top, so the filters are still visible as you scroll. We’re also rolling out new, more compact page headers across the product, to make even more room for data.
- When sorting by role on the People page (the default), we now sort by role hierarchy instead of alphabetically by role name.
- “Select all” has been added to the Time Off Request page, saving team leads from approving every request individually.
- Schedule Analytics CSV exports now contain an aggregate column for approved time-off requests.
- An agent search filter has been added to the Schedule Analytics report page.
- We’ve updated our HiBob integration to increase the sync frequency from every 15 minutes to every 10 minutes, so time off updates are even closer to real time.
- When opening an agent’s scorecard from Team Performance, we will now maintain the date range you were just looking at so you can compare more easily.
Fixes
- We’ve fixed scheduling history exports when an agent is selected. Previously, all agents were included in the export. Now, only the selected agent will show up in the export.
- Event optimizations previously had an error when users selected custom time ranges or selected an optimization that didn’t apply to their chosen time range. Both have been fixed to send the custom data and let a user know when an optimization cannot be applied.
- The forecast CSV export has been fixed to show the correct queue names.
- The labels on the staffing chart on the staffing timeline have been tweaked for clarity. The blue bars are now labeled “Staffing (required)”, for the portion of your staffing up to the required amount, and the green bars are now labeled “Staffing (surplus)” for the additional portion that exceeds your requirements.