Agent states export – Assembled
On the Agent scorecard timeline, we have the ability to export agent states to a CSV. This provides a report of states for one agent, all agents, or a select few during the specified time frame. Use this to have your own tracking and calculations of agents' states.
Steps to export:
Go Reports > Agent scorecard.
If you have a specific agent that you would like to export their states, go to their report. Otherwise, choose any agent.
Scroll down to the timeline.
Click the Export agent states button on the right.
Select the desired agents to export. You can export all agents or filter it down by team or queue.
Select the desired integration to export the states from. This will show only integrations you have connected to your Assembled instance.
Select the desired time frame to export. The time zone is based on your account preference.
Click Export.
A CSV will be available after the download completes. Here is an example of the data provided:
| Platform | Start Time | Start Time Timezone | End Time | End Time Timezone | State | Ticket ID | Ticket Status | Modified At | Modified At Timezone |
|---|---|---|---|---|---|---|---|---|---|
| zendesk_clock_in | 2022-10-11 10:15:00 |
(GMT-04:00) EDT | 2023-01-09 15:43:31 |
(GMT-05:00) EST | Offline | 2022-10-05 11:49:55 |
(GMT-04:00) EDT |
- The Platform is the integration that we get the state from.
- Start time is the beginning when we got the state.
- End time is when the state stopped or switched.
- State is the agent state from the integration.
- (Zendesk only) If the agent is looking at a ticket, we share the Ticket ID and Ticket Status.
- Modified At is the last update we got for this state. It would be when it was last modified or stopped.
Any questions or concerns can be directed to support@assembledhq.com.