When using Assembled with Kustomer, supervisors cannot see what agents are actively working on in the Activity Timeline on the Agent Scorecard. The timeline currently only surfaces generic statuses (Available, Busy, Break) for Kustomer agents, whereas the Zendesk integration shows granular activity including when an agent is actively working a ticket and the specific ticket ID they are handling.

In the Zendesk, he Activity Timeline shows ticket-level activity: when an agent picks up a ticket, how long they work it, and the specific ticket ID, all inline in the timeline view.

Real-time adherence monitoring depends on supervisors being able to answer: "Are my agents actually working tickets right now?" Without ticket-level activity in the timeline, Kustomer customers cannot verify agents are working during "Busy" time