Assembled Workforce Management

API Update: add a feature where a link is attached on each segment that will lead us directly to the chat, call or email that the agent was working on. This allows the WFM to easily investigate the reason for the aux or the lack thereof and also track the avail time where the agents are not working on any particular ticket.

Currently, the schedule generation completion email only lists agents whose schedules were updated. However, managers need to see all agents that were evaluated (including those with no changes) to have full visibility into what the generation run covered. Ask: Include all evaluated agents in the email summary, with a clear distinction between: * Agents whose schedules were updated * Agents whose schedules were evaluated but unchanged This would help managers quickly audit the full scope of a schedule generation run without needing to log back into Assembled to verify who was included.

Enable Assembled agents to operate in languages other than English, starting with French. This includes the agent-facing UI, scheduling views, notifications, and any text rendered within the Assembled platform that agents interact with directly. Currently Assembled operates only in English, a blocker for non-English markets. Comment from Megan on Slack: "if it's only agents it's a much smaller surface area and much more likely" Impact This is currently a non-blocking request for a Tier 1 2,500 agent opportunity with Wave Mobile, operating across Francophone Africa. They would like French as a priority, with Wolof as a nice to have. Closed Lost deals I pulled since 2025 which mention language support as part of decision criteria: Customer | Closed Lost Date | Language(s) Requested | Deal Value Get Your Guide | 2025-10-02 | Spanish, Portuguese | $164,000 Equinix | 2025-10-13 | Multiple (16 languages incl. Mandarin) | $88,400 Forescout Technologies | 2026-04-09 | Spanish | $58,000 ROLLER | 2026-04-01 | French | $42,256 Market Pay | 2026-04-07 | Multiple (4–5 languages) | $19,000 AppDirect | 2026-03-31 | Spanish, French | $10,576 Luno | 2025-08-22 | Bahasa Malay, African languages (Swahili) | Not Specified Tillster | 2025-07-31 | Spanish, Portuguese, German, Italian | Not Specified

Ability to configure the Manager role to edit only the “Assign” section of Scheduling rules, with no access to other sections. This would enable large customers to leverage BPO schedulers to manage scheduling rules as they change, while having confidence no other accidental incorrect changes would be made - only agent assignments.

Summary Add a metric and visualization for “average cases solved per day” within the Team Performance report, similar to what is currently available in the Agent Scorecard. Problem The Team Performance report only surfaces total cases solved. There is no built-in way to view normalized daily productivity at the team level without exporting data and calculating externally. Proposed Solution Introduce a new metric and chart option: • Metric: “Avg. cases solved / day” • Chart: Time-based visualization (e.g., line or bar chart)

Problem / current behavior: Custom columns in the 'Staffing timeline' truncate long values (e.g., skill names like “CDMX Night Lunch” show as “CDMX Night”) and cannot be widened by dragging. Users must hover over the agent name to see full values, which is slow and not workable at scale for large orgs. Expected behavior: Users can manually resize any column (drag to widen/narrow). Business impact / why this matters: Large customers with many skills/long labels cannot efficiently review staffing details inline. This increases time spent on routine tasks, creates more clicks and context switches, and reduces scheduler efficiency, particularly for orgs with thousands of agents like DoorDash

Have a day-of-week/hourly-based shrinkage instead of the current single shrinkage setting applied to all days and times

Ability to create schedules without agents attached. Then the ability for agents to request the shifts that work best for them.

It might be useful to have a way to create rules to say 'I need x number of people on this queue at this time' as a sort of override to the requirements for a given queue. I just want to create an empty queue and have 1 person scheduled at all times. This would be different to scheduling rules because this kind of rule would be linked to a queue rather than a person, but it would be a good enhancement.

I want to be able to approve or deny assembled time off requests via an API endpoint.