Workforce Management

I should be able to schedule an event to occur exactly once per week across multiple specific days, without the system creating events on every selected day. This means: I can select multiple specific days when an event could happen (e.g., Tuesday, Wednesday, Thursday). I can set the recurrence to "Exactly 1 time per week". The system will choose one of those selected days per week to schedule the event. If I specify times for each day (e.g., Tuesday at 2pm or Thursday at 3pm), those constraints are respected. This allows flexible scheduling based on team leader availability without needing to create a separate rule for each day. Why this matters: Currently, selecting multiple days with “Exactly 1 time per week” causes events to be generated on all selected days, not just one. The only workaround is creating separate rules per day, which becomes unmanageable at scale

Capacity plans so teams know how many headcount they need to hire by X date.

I should be able to use Intercom's Adjusted Teammate Handling Time metric in Assembled to reflect true agent capacity usage, not total elapsed chat duration. This means: Assembled should ingest and use Intercom’s Adjusted Teammate Handling Time (from the Teammate Handling dataset) instead of the current “first reply to final message” elapsed duration. Handle Time should reflect only the active time agents spend working, excluding long idle gaps from customer delays, snoozes, or parked states. Staffing models should be based on capacity-consuming time, not total chat lifecycle duration. Why this matters: Chat work is bursty and asynchronous—elapsed time overstates real agent workload. Using inflated handle time leads to systematic overstaffing, higher costs, and inaccurate forecasts. Native support for Intercom’s adjusted metrics would reduce manual workarounds and improve trust in staffing outputs.

I should be able to export daily agent login and logout timestamps in a report (CSV/Excel) format so that I can support attendance reporting needs for operations and payroll purposes. This report should include the agent's name/ID, the date, their first login time (first productive state), last logout time (last productive state), and total hours worked.

It would be great to be able to see ASA for all channels on the real-time overview page and not just for Social.

It would be great to be able to see SLA for all channels on the real-time overview page and not just for Social.

To avoid accidental approvals that may or may not require subsequent cancellation, adding an optional confirmation step to the approval flow, similar to the comment section on denials, acting as a confirmation would be worthwhile.

With scheduling rules, there is currently the ability to add an event relative to the timing of another specific event. However, there is a minimum requirement of .10 hours between the two events. It'd be extremely helpful to have an option to add an event directly before or after another event. For instance, we add 15m blocks weekly for our advisors to review their Quality Assurance feedback. However, we don't want these blocks placed randomly throughout their shifts and would prefer to have their QA feedback blocks directly before/after a break or a meeting.

Currently, the Voluntary Time Slots feature displays VTO capacity as the number of agent slots available per time period, but does not provide visibility into the total hours offered for VTO. Teams need to understand the total volume of VTO hours being offered to better analyze capacity planning and labor costs. Currently, the Published Slots view shows: •   Number of VTO slots (capacity) per time period •   Count of approved/pending/denied requests •   Individual slot start and end times We would like the ability to view the ​total calculated hours offered for VTO​ in reporting.