Workforce Management

Currently, users with different roles and configurations can appear in the dropdown when selecting who to notify for various requests (by design). We’d like the ability to designate a specific user to approve these requests, rather than having agents see a list of multiple names in the dropdown. Ideally, this could be configured via Roles & Permissions, allowing us to specify which user should be selectable for a given request method.

We change our agent skills weekly (100+) agents in ZD based on what they will be working. In Assembled, without importing their skills, we are seeing some small queues way over staffed since every agent has every skill. We can manually change them in Assembled but it will likely take 4+ hours, and is prone to human error. Even having an ability to do a .csv import would save us a lot of time

I, as a customer with multiple business units using Assembled, would like to access all of my separate instances from one view. This would feel like I'm in one view but I can switch between Business 1 and Business 2 all within my single company.

Ability to restrict event types by team— i.e. make sure a certain team has access to their own unique productive event types, without those being visible to other teams.

Currently there isn't a way to see a historical audit log for queues. This would be really helpful when multiple team members are creating and managing queues.

With how customizable user permissions are, it could be helpful to get a holistic view of the roles and their permissions in either a CSV view or a matrix view

I should be able to configure permissions for filters such as teams, sites, and skills independently, instead of having a single configuration setting that applies to all of them.

It is possible to set up the configuration so that a role has the general ability to make schedule changes but is required to send a request for specific codes. This is desirable, but unfortunately, there is no way to restrict them from approving those requests. The only options are "approve anything" or "approve nothing". There should be a "approve any requests except their own" option.

Currently, a workaround allows adding an end date to an agent that will move them from Staffable to non-staffable. It would be helpful if this was easily adjustable by either checkbox in the UI or by updating via CSV.

Feature where admins can impersonate a specific user to see what they see when they log in.