Workforce Management

Need automatic notification when an agent remains in a manual override state beyond scheduled time. Context: We use manual adherence overrides for short, legitimate exceptions, but there’s no way to know when an override stays active past the intended end time. We’d like automated Slack alerts when an agent remains in a manual override state longer than scheduled, so supervisors can review and clear it as needed. This would prevent inaccurate adherence reporting and reduce manual auditing.

We would like the ability to add manual exceptions to adherence tracking in Assembled (similar to what we've previously been able to do in Verint). Today, when an agent has a legitimate reason for being out of adherence (e.g., a last-minute meeting, technical issues, or an approved delay), the we have to manually edit the schedule to force a match, in order to get adherence to display accurately. The proposed functionality: A dedicated way to apply a manual “exception” to the schedule directly within the adherence timeline (inside Agent Scorecard), ideally by clicking on an out-of-adherence segment and choosing “Add exception.” (We do not want to have to change agent states - that should remain the source of reality/truth.) Two other necessary effects of this functionality would be: Allow a reason/note to be recorded (e.g., “System outage,” “Unplanned team meeting”), the same way you can add a note/description to a schedule block in the Staffing Timeline. Make exceptions exportable in reports for auditing, coaching, or trend analysis. This would reduce the need for dual-tab workflows, simplify adherence management, and provide clearer visibility into the operational reasons behind adherence exceptions.

Adherence in Assembled currently will look at if an agent is in either a state that's mapped to be productive or if they're online. A true adherence metric would strictly look at if the agent is online and in the right channel = in adherence. If they are offline or invisible = not in adherence. Currently adherence calculation is inflated.

Ability to choose which source is priority based on event. Use case: We have two teams (Chat & Phone) Chat is with Kustomer and Phone is with UJet. Email is for both teams and is done in Kustomer. Our agents do both chat & email during a 5 hour shift along with emails in between. Have the ability for the phone event to check UJet & Phone team in Kustomer for adherence but for the Chat event check Kustomer chat team for adherence. Currently our adherence is inaccurate without this ability.

Our agents often abuse a screen-sharing status so that they are not routed tickets, and because it puts them as "in-adherence". We want a way to calculate the agent state breakdown for adherence. In other words, if someone was in adherence for 90% of the day, how much of that 90% was spent in X agent state / status?

I should be able to view total Hours Out of Adherence (OOA) and the percentage of time OOA in the scorecard and team performance report, rather than only seeing it per user per day.

if an agent is in one state for too long it should not count as in adherence. if agents are in one state for too long they're not taking new tickets

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.

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