I should be able to use Intercom's Adjusted Teammate Handling Time metric in Assembled to reflect true agent capacity usage, not total elapsed chat duration.

This means:

Assembled should ingest and use Intercom’s Adjusted Teammate Handling Time (from the Teammate Handling dataset) instead of the current “first reply to final message” elapsed duration.

Handle Time should reflect only the active time agents spend working, excluding long idle gaps from customer delays, snoozes, or parked states.

Staffing models should be based on capacity-consuming time, not total chat lifecycle duration.

Why this matters:

Chat work is bursty and asynchronous—elapsed time overstates real agent workload.

Using inflated handle time leads to systematic overstaffing, higher costs, and inaccurate forecasts.

Native support for Intercom’s adjusted metrics would reduce manual workarounds and improve trust in staffing outputs.