Workforce Management

Since the request from Workday to Assembled is one-way, if it gets approved in Assembled managers without Assembled access might not know the request was approved or denied.

It would be helpful to include an agent’s team alongside their shift pattern on time off requests for better context.

It would be great if we could set up a threshold and notification when a queue is unmanned for more than a minute. This would also need a setting for restricting it to defined business hours

As a manager, I should be able to get notifications on the status of my reports' timeoff requests

Currently our team uses a lot of external web based apps and tools to do their work. We've had to change our adherence to use Zendesk Dashboard and Online(Not Zendesk) to be a productive state. This is a risk since there are few instances that are no longer detracting from adherence. I would love to see a way for customization to say these urls are in adherence and all others are not for increased adherence accuracy.

Would be great to have the ability add logic to optimization rules. For example, apply X rule if shift is greater than or equal to 8 hours, OR apply Y rule if shift is less than 8 hours.

Currently, optimizations apply to the filtered group at the top of the staffing timeline. This request would allow easier application of optimizations rather than having to create a filter and apply them

Ability to use the "auto populate" function for just VTO or Extra Work on the Voluntary Work feature rather than auto-populating both on the same day

Request to enable additional functionality in the Five9 integration to pull contact data via the Supervisor API rather than via reports

Currently agents are no longer staffable once their end date has passed, but they still need to be manually deactivated. We should consider creating an option to automatically deactivate agents once their end date is in the past.