Workforce Management

We like to have adherence data for specific trainings and meetings as this information is passed back to finance and training leaders to validate the time scheduled vs. what actually happened. This also helps with budgeting what is allotted for trainings every week. We would like to have full visibility into adherence for all productive and non-productive tasks in Assembled.

Currently our team uses a lot of external web based apps and tools to do their work. We've had to change our adherence to use Zendesk Dashboard and Online(Not Zendesk) to be a productive state. This is a risk since there are few instances that are no longer detracting from adherence. I would love to see a way for customization to say these urls are in adherence and all others are not for increased adherence accuracy.

That way we can tell at a glance where people are having problems - "half my team is logging in late" etc.

In the adherence view, where it lists tickets viewed in Zendesk, can we have some sort of visual or written indicator if the agent took action on that ticket vs simply viewed it?

When an agent is out of Adherence, have an alert notification pop up notifying them that they are out of Adherence.

If I am inactive after a certain period of time and I am not scheduled for a shift, I should be automatically logged out after a certain period of time.

Currently, the Team Performance report shows adherence % for productive events broken down by channel. Would like to see a total (sum) of adherence for ALL productive events, while also taking into consideration blended agent state mappings (multiple channels mapped to a single event).

Currently, if an agent calls in sick after working only the first 15 minutes of their shift with poor adherence during that time, it is treated equivalent to if they had worked an entire shift.

Ability to layer rules within the adherence alerts allowing for more customization for notifications. For example, the ability to create a rule if a team member is in an agent state (UAS) for X amount of time AND their Zendesk activity (synced via integration) is showing Y - this would allow us to better understand when agents are idle but technically in adherence because they have ticket open.