Integrate with Salesforce Messaging
Expand Assembled's Salesforce Service Cloud integration to support the Messaging channel as a synchronous support channel. Relevant public documentation: https://help.salesforce.com/s/articleView?id=sf.livemessage_intro.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm
Notifications for net staffing gaps (over or under staffing)
Slack notifications (2 business days in advance) when staffing coverage for a specific channel is less than XX%
Intraday Forecasted vs Actual Reporting
Have option to filter forecasted versus actual report through a specific interval so totals at bottom intraday are comparable i.e. instead of 24 hours worth of SUM of forecast it is X hours. So you can quickly compare to actuals.
Allow adherence data to sync into Salesforce
Salesforce has a bevy of core reporting that lives in Salesforce and being able to sync adherence data into that reporting set could be really useful
message sent forecasted vs message sent actual
Forecasting for message sent, a report that can show message sent forecasted vs message sent actual.
Allow custom Zendesk fields to be able to be pulled into the platform
Customers should be able to sync these fields into the platform and create queues with them
When an agent is out of Adherence, have an alert notification pop up notifying them that they are out of Adherence.