Overview

Assembled’s brand new integration with Dixa has been architected from the ground up to enable your support organization to effectively report, forecast, and build schedules on your Dixa support volume in Assembled.

This article will walk through how to set up the integration, and everything you’ll need to know about the integration once it’s up and running.

Connecting Dixa to Assembled

Step 1: Head to Assembled and navigate to Configure > Assembled API > Create API Key.

Step 2: With your API key copied, head to Dixa and navigate to Settings > Integrations > Data sync. Here, create a new data sync by clicking on the Assembled icon.

Step 3: Give the integration a name, paste in your Assembled API key, and select the last 5 years.

From there, you’re all set! It’s that easy.

Verifying the Connection

Historical Backfill

Once the API connection between Dixa and Assembled is established, the duration of the historical data backfill will vary based on the number of records in your Dixa environment. In most cases, this process is completed within 1–3 days.

To confirm the data your data is backfilling, you can navigate to the Support volume report, select a channel, the case volume metric, and set the date picker as far back as you’d like.

To confirm the historical backfill has completed, head back to the Data sync page in Dixa, where a green checkmark in the Historical Data Backfill section will indicate completion.

Agents

From there, navigate to the People Management page. Here, you should start to see your agents populating in Assembled automatically.

These new users will populate with the “New Agents” team so you can quickly see who has been created automatically by the integration, and update their profiles as needed.

Please note, agents that are automatically added to Assembled will not receive welcome emails. These will need to be manually sent from Assembled.

Agent States

Next, head to the Agent States page.

As part of the Dixa<>Assembled integration, Assembled will be receiving any and all agent states as they occur in your Dixa instance.

After at least 24 hours post integration setup, you should see all valid agent states shown here.

Queues

When configuring the Assembled integration in Dixa, you'll have two options for how Queues will be handled in Assembled.

As seen in the screenshot below, if the Synchronize Dixa queues toggle is left off, Assembled queues will need to be set up manually. The benefit with this approach is that you'll have total freedom to set up Queues uniquely compared to how they're currently set up in Dixa.

If this toggle is enabled, the integration will automatically recreate your Dixa queues in Assembled, which means there will be no setup required in Assembled.

Currently, the recommended approach is to leave this option disabled so you can configure your Assembled queues however you'd like.

If this option is enabled, however, navigate to the Queues and Exclusions page to confirm that all of your Dixa queues have been created in Assembled.

Please note, if enabled, these queues are created and managed by the Dixa integration directly, and there is no additional configuration needed!

Teams

Lastly, head to the Team Attributes page and switch over to the Teams tab.

Here, the Dixa integration will also be creating these datapoints automatically, so you should see a pre-populated list of Teams as is set up in your Dixa environment.

Things to Consider

• Inbound email conversations are automatically closed when an agent replies. Similarly, outbound conversations are immediately closed upon sending. In either case, if the customer responds, the conversation will be re-opened.
• Agents, queues, and teams are being continuously synchronized from Dixa to Assembled, so please be sure to update these values in Dixa directly to ensure Assembled is not being overwritten with outdated information.
• In Dixa, synchronous conversations have SLA breaches calculated from when the conversation is queued to when it is first answered - excluding any prior IVR/chatbot time. However, since Assembled does not capture the queued timestamp, first response time and SLA calculation will instead be based off first_responded_at − chat_started_at.

Frequently Asked Questions

How often is Dixa data synced to Assembled?

• Conversations are synced every five minutes
• Agent states are synced every 20 seconds