Workforce Management

It would be very nice to be able to offer Voluntary Time Off Slots for all channels or for multiple channels at a time.

Allowing more flexibility in the VTO module for offering slots on 15 minute intervals instead of just 30.

Current Behavior: When a user selects “Set as current model,” the change takes effect immediately for all future forecasts, regardless of the date range selected in the Forecast Review page. The date range currently only affects what’s displayed for comparison, not when the model becomes active. Requested Behavior: Enable users to specify an effective date for activating a forecast model (e.g., switch to the Seasonal model starting December 1, 2025). This would allow teams to plan and automate seasonal or event-based model changes without needing manual intervention. Example Use Case: A team wants to: Use the 8-week average model through November Automatically switch to the Seasonal model for December Currently, this requires a manual change on Dec 1. Scheduling it in advance would save time and prevent human error.

Would be a great feature in the “add multiple agents” option, if one could type the associates schedule to filter and select. for example entering “sun” would allow to schedule all sunday associates without having to go down the list and select associates one by one, or selecting all and then having to go through the schedule to delete some events." "for example in the search box, you could type “John” the search world return every agent named “John” and you could “select all” to add the same event for all of the “johns”. The same functionality would be helpful if that search box recognized schedules, you can see by my name in the screenshot it says (Sun-Thurs), so if I could type “sun” to sort and select everyone that is on the “Sun-Thurs” schedule, that would be a great benefit.

When we move agents from one team to another (or between sites, queues, skills, etc.), the historical reporting does not reflect their previous filters. This is especially painful when measuring adherence for time-tracking purposes. For example, if an agents is moved from the "CS team" to the "Collections team," if we want to see how much of the billing hours are in CS compared to how much of the billing hours are in collections, we can't determine what the split is, because the agent count and specific agents has changed.

Slack notifications (N business days in advance) when staffing coverage for a specific channel is less than XX%

We have agents trained in multiple queues, but when extra work slots are made available for more than one of these queues for the same hours/intervals there does not appear to be an option for the agent to select which workflow they would like to request. It defaults to one of the options, which may not be the correct queue. Being able to select which type of workflow to request would make this tool much more robust and usable for our teams. Thanks!

Currently, selecting a one-month interval on the FvA operates on 30-day periods instead of aligning with the start and end dates of each month. It would be beneficial to have the option to tailor data to match the first and last days of a month and to have this adjustment mirrored in the exports.

The current workarounds for viewing total volume across multiple channels require manually pulling and summing data outside of Assembled, which is both inefficient and prone to error. A feature that would completely solve this pain point would be the ability to combine multiple channels within the Support Volume report to view a holistic total. This functionality should also extend to the Forecast tab, allowing users to generate a single, accurate forecast based on the combined historical data. Having a unified view from historical analysis through to forecasting would be a huge improvement to team efficiency and accuracy. Our team would be very excited to see this added to the product roadmap!

Having the ability to view scorecards report for only agents who were scheduled for a particular day would make the auditing process a lot quicker