Workforce Management

Focus Time is Gladly's version of extended wrap-up work and agents often use it when they need time to wrap up a conversation or "focus" on a conversation. Currently, agents will use Focus time to prevent conversations from being routed to them in order to finish up a current ticket. That said, we'd like to track how long/how often Focus time is being used, and Assembled is not pulling in the agent state of "Focus" when agents go into Focus time in any channel. Our Gladly CSM mentioned Focus time would be pulled from the Events API.

I would like to be able to pull the days off for the people on my team from the API as individual days, however the API is currently reporting the multi-day time off events as a single event spanning multiple days.

I should be able to query all possible agent states that I have in Assembled

Create a bulk endpoint for the /agents/state endpoint so we can update tens or hundreds of agents at a time (like /conversations)

Managers of restricted sites should be able to use the Export button on the people page to download the people from their restricted site in order to better utilize Assembled's people records.

I should be able to access the messages sent metric via the API

I should be able to see when info retrieved via API was last updated

I should be able to use trigger or webhook functionality with the Assembled API to efficiently manage updates.

I should be able to add CSATs for tickets or bring in CSAT for conversations

I should have visibility on when data from a certain report should be ready to be retrieved