Add Idle Time as a Metric in Reports | Assembled Workforce Management

Add Idle Time as a Metric in Reports

Superb Koi

It would be helpful to view idle time as a distinct metric in Assembled reports. While related metrics like occupied time, available time, and scheduled time are already available, there isn’t currently a way to measure or filter idle time directly.
Value:
Having idle time as its own metric would make it easier to analyze agent productivity and better understand where time is being spent across teams, queues, channels, and other dimensions.

September 9, 2025

Young Tuna

In our case using Intercom, this would also solve the issue with Occupancy always showing 100% in the Assembled reports. Assembled is assuming that there is no Idle time while the agent is on an active state. This metric is also calculated correctly in Intercom. Because of that, we built this metric by using the JSON data feed we get from Intercom. Sharing our calculation hoping that we could just use Assembled for measuring this going forward:

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