Workforce Management

Description: Currently, the parent queue is not summing up the child queues, causing discrepancies in staffing forecasts. The parent queue requires its own staffing parameters, which leads to different outputs when forecasting each child queue individually. This is impacting our staffing timeline as we have to manually select all child queues that should be accounted for in agents’ work. When it comes time to open VTOs or Extra Hours slots, multi-queue selection is not allowed, forcing us to manually check the hours and slots across all queues and then open extra hours or VTOs for just one nominated queue. Impact: This manual process is time-consuming and inefficient, causing delays and increasing the risk of errors in our staffing decisions. If a solution is implemented to allow the parent queue to be a sum of the child queues, it would streamline this process, reduce manual work, and improve the accuracy and efficiency of staffing management. Solution: The solution would involve configuring the parent queue to automatically sum the child queues instead of being treated as a separate staffing parameter. This would ensure that all child queues are accounted for in the parent queue's staffing forecast and allow for easier management of VTOs and extra hours without the need for manual intervention. This change will help us improve the accuracy of our staffing timelines and make the process more efficient.

Right now, the staffing timeline only supports searching for a single agent by name. It would be super helpful to have the ability to filter for multiple agents by name at once. There are many scenarios where a client team needs to focus on a specific subset of agents across different teams or groups, and the existing filters don't always allow for that level of granularity. A multi-agent name filter would streamline workflows and improve usability for team leads and workforce planners.

We were advised that Agents need to fill in both the Total Hours and Time Off Balance Used fields when submitting time off requests. If these are left blank, the Schedule Analytics report won't reflect the vacation hours correctly. We could require everyone to fill out those fields needed before they submit to avoid the reporting issues.

I should be able to: Assign a start date and end date for a user's Team and Team Lead assignments. Automatically update the end date of the previous assignment when a new one is scheduled. Retroactively add or modify assignments, allowing updates to start dates that are in the past. Track the historical changes to these fields over time for accurate performance analysis and reporting. Leverage a people_history table with the following schema for storing historical data: people_id, field_name, value, valid_from, valid_to

I should be able to automatically send a summarized weekly update to a designated Slack channel listing all approved PTO for team members, including their names and the specific dates they’ll be out during the upcoming week. This should be achievable via an API or integration.

Feature where admins can impersonate a specific user to see what they see when they log in.

As an input into working hours assignment, I'd like to know which working hours / shifts each agent prefers to work

Currently, agents can submit time off requests by selecting either a full day or specifying a custom start and end time for that day. We’d like to update this so that agents are required to enter a start and end time, rather than having the option to choose between the two.

Currently, Assembled is able to set business hours so that we can remove the non-business hours from the table on the Staffing Timeline. If we set this up in our instance, we should also be removing those hours from the bar graph on the page too.

> I think it would be good to have an easy way to just mark someone as out of office / sick for the whole day rather than having to add and drag the event on the timeline. Having an agent off for the whole day must be pretty common across most Assembled users and so they could also benefit from an easier way of doing this. While we do most of these through time off requests there are instances where additional time off or sick leave requests need to be added manually because they exceed the restrictions.