Workforce Management

Would love to see a view that provides a list of users and their current work items to understand capacity as well as adherence status (same for agent scorecard) Related: see if an agent is handling multiple tickets at the same time and from which queue

I should be able to set up an automated remap of tickets instead of having to run them manually in the Queues and Exclusions Page

Notification to ICs when an Admin changes schedule without a request decision

Currently when users leave their respective companies, if they've organized a meeting, regardless of if the agent declines the meeting or not, the event persists in the platform. It would be nice to have a quick and concise way to delete those extraneous meetings.

Currently it can be really confusing for our team when multiple users can get different values on reports because of their timezone. It would be nice if we could have a concrete timezone that all reports are based in to eliminate any user to user discrepancies

Description: requesting the addition of a feature that allows for the generation of a cumulative productive adherence report for all team members across all channels. Currently, the team performance report breaks down adherence by individual channels and does not provide a cumulative view. To get the desired data, I must run separate reports for each agent via their individual scorecards, which is impractical for teams with a large number of members. Current Functionality: Team performance reports break down productive adherence by channel. Individual agent scorecards provide the cumulative adherence data, but these must be run separately for each agent. Requested Feature: A cumulative productive adherence report that combines data across all channels for each team member in a single report.

Companies bill BPOs in several different ways, we should allow for more flexibility when it comes to what agent states are associated with billing and which states are not. We currently have agent states associated with adherence but not billing. Conflating the two can solve for momentary billing needs but can skew WFM metrics like schedule utilization, adherence, etc.

Expand Assembled's Salesforce Service Cloud integration to support the Messaging channel as a synchronous support channel. Relevant public documentation: https://help.salesforce.com/s/articleView?id=sf.livemessage_intro.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm

When events are synced in from Google Calendar - I should have the option to make these events from Google Calendar come in as schedule change requests first

Enable the ability to select "Skills" under the custom sort options in Templates and Staffing Timeline