Assembled Workforce Management

Currently, Assembled supports agent-initiated shift swap requests on published schedules, which require a two-step approval workflow. However, managers have no equivalent tool to directly swap two agents' shifts on a live schedule. Once a schedule is published, managers who need to quickly exchange two agents' shifts must resort to manual edits or copying and pasting schedule blocks — a time-consuming and error-prone process. What we're asking for: A "swap shifts" action available to managers directly on a published schedule, allowing them to select two agents' shifts and exchange them in a single interaction — without requiring an agent-initiated request or multi-step approval flow. This is primarily an efficiency and usability improvement for managers making last-minute or day-of schedule adjustments on live schedules.

Overtime in Assembled is currently limited to a headcount-per-slot model tied to specific time windows. This requires managers to predefine exact hourly slots and capacities, which is restrictive for teams that want flexible, first-come-first-served overtime based on total hours available per day. Use Case Managers want to offer a fixed number of overtime hours per day (e.g., 20 hours total), allowing agents to claim any combination of hours: Example: 5 agents take 2 hours each (10 hours), 3 agents take 3 hours each (9 hours), leaving 1 hour remaining. Once the 20-hour daily cap is reached, overtime sign-ups automatically close for that day

Our pain point: Today, occupancy in Assembled is a derived output - Erlang calculates it from our volume, AHT, and service level inputs. There's no way for us to enforce a target occupancy ceiling, which means our staffing requirements can return intervals where our agents are forecasted to be continuously busy at very high occupancy (e.g., on "call after call after call" with no breathing room). Our team has to manually inspect intervals and pad staffing to avoid this, which is reactive and inconsistent. What we're requesting: -Allow us to set a configurable maximum occupancy threshold as a staffing parameter (e.g., "don't allow forecasted occupancy above 80%"). When projected occupancy would exceed that threshold for a given interval, required staffing should automatically increase to bring occupancy back under the cap. Why this matters to us: Protects our agents from burnout in line with industry-standard guardrails (70–85% occupancy) Removes the manual staffing adjustments our WFM team currently does to avoid over-occupied intervals Makes our staffing requirements reflect real-world sustainability Particularly important for our live channels (chat, phone) where back-to-back contacts directly drive agent fatigue

The scroll bars in Reports are nearly invisible in Dark Mode — they blend into the background almost completely. Vertical scrolling isn't really affected since you can use the mouse wheel, but horizontal scrolling turns into a "Hidden Object" game trying to spot the bar at the bottom

Currently, we only can see that level of detail one agent at a time. This impacts our ability to see trends and larger picture.

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.

The various Zendesk & Chrome extensions rows on the activity timeline scorecard are really hard to parse. I understand that the extension adds another line to the scorecard, but what's the purpose? If we get Zendesk UAS, and we get Zendesk, why does adding another line matter? Wouldn't it be better if it makes the Zendesk line more accurate? The difference between the various rows in the Scorecard and the purpose of each one could be better clarified, especially in the help center articles.

I would love to be able to select agents who get these notifications versus the ones who don't maybe based on their department or based on a particular skill set because we don't schedule our BPO agents. Other teams do that and they might do schedules differently than we do.

A board that agents can use to post shifts they are looking to give away or pick up. Can also serve for offering up a perm shift swap vs just a single shift