Understanding Realtime overview – Assembled

Realtime Overview

The Realtime overview allows you to monitor a consolidated view of your support data sources in a single location for day-of, real time management of your organization.

The Realtime overview page is broadly divided into two views:

  1. A company-wide view shared by all users with access to the overview page and configurable by admins. This view facilitates company-wide alignment and shared context on critical metrics to monitor.
  2. A personal view configurable by each user. This view could be your go-to for regular monitoring, customized to the channels, queues, and metrics you are responsible for.

The data in these views auto-refreshes every few minutes to give you the most up-to-date status. A slight delay is possible as Assembled obtains information through your contact platform's API.

Configuration and Setup

Your personal view (and the company's view if you are an admin) can be customized to suit your needs.

To get started, select the channel-queue combinations from the 'Edit personal settings' → 'Edit personal panels' modal. Here, you can filter and search for the channels and queues that you wish to monitor. Once added, the list will appear on the right side, which you can drag to reorder.

Tools for Viewing the Data

Panels/Table

The overview data can be viewed as panels or in table format. You can switch between these views using the toggle located at the top right corner of the view.

  1. Panels are helpful when focusing on a few channels and queues.
  2. Tables are best for providing a condensed view, which is also helpful for comparing different queues.

Look Back Period

You can select the 'look back' period from the filter bar to view data across different periods. The 'look back' period is the time window used to identify tickets, messages, solves, and other elements that contribute to the metrics, specifically those metrics that specify a time range in their titles. Available options include the last 15 mins, 30 mins, 1 hour, 3 hours, 6 hours, and 24 hours.

Thresholds

For each metric you have previously selected, you can set a threshold. Thresholds help draw your attention to metrics exceeding your established limits.

There are two ways to set thresholds:

  1. Hover over the metric you wish to adjust. Then, hover over the crosshair icon to view the current limits and click it to open the modal. You can set values to select between two levels: warning (orange) and danger (red).
  2. Navigate to the Threshold Settings tab. Here you can click the Create Threshold button, which opens a modal where you can choose the channel, queue, metric, and level (warning or danger).

The threshold settings table allows you to view all of your thresholds in one place.

Export Tickets

You can export the tickets to dive deeper into the ones contributing to this metric. To export the tickets associated with a metric, hover over the metric and click on the export icon. Your browser will download a CSV file containing the relevant ticket information.

Case Breakdown

Clicking certain, hyperlinked metrics will allow you to view the specific cases included in a metric.

Understanding Your Metrics for Each Panel

Below is a breakdown for each metric in the Realtime overview, by platform:

Zendesk

Note: All time periods use the company's default time zone.

Phone

Email

Chat

Kustomer

Note: All time periods use the company's default time zone.

Email:

Phone

Note: Kustomer does not support phone natively, so some phone data might be incorrect. Many Kustomer phone integrations do not send the correct creation time as they ignore the time spent in the queue.

SMS:

Chat

Across All Integrations

Video Tutorial

Using the Realtime Overview page

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