User Story As an Assembled administrator, I want to define the priority order of our integrated platforms (e.g., ServiceNow, Zendesk, Manual Clock-in) so that our Real-Time Analysis dashboards and adherence reports accurately reflect our company's true source of operational truth. The Problem Currently, Assembled uses a hardcoded priority system to determine which source to use when an agent has simultaneous active states across multiple platforms. In this system, manual sources like the "Zendesk Clock-In" app are always given the highest priority, overriding automated sources like a ServiceNow or standard Zendesk API integration. This fixed hierarchy does not work for all customer operational models. For organizations that consider a specific platform (like a primary CRM or a telephony system) to be the definitive system of record, the current logic can lead to inaccurate real-time data. Example from a customer: An agent is active and "Available" in ServiceNow (our system of record, integrated via API), but has an old, lingering "Non-productive" state from the manual Zendesk Clock-In app. Assembled displays the "Non-productive" manual state, which misrepresents the agent's true status and impacts adherence calculations. Proposed Solution We propose creating a new settings page within the Assembled application, likely under Settings > Integrations, to manage platform priority. This interface would: List all of the company's connected agent state sources (e.g., ServiceNow, Zendesk, Zendesk Clock-In, Assembled Manual Edits). Allow administrators to drag and drop the sources into their desired priority order.
