Workforce Management

update the /activities endpoint to allow for deletion of a layered event via API

Today there is no easy way to produce reporting on fulfilled extra work segments/activities. It would be extremely valuable to offer that flag within the API so that I could call the activities endpoint and return activities that are flagged as extra work. In conjunction, an added "voluntary time" endpoint would be useful to in pulling and reporting on data surrounding the offered voluntary activities. The combination of the two would allow users to (via the API and/or product itself) report on dates and times that voluntary time was on offer, what type of voluntary time it was (extra or time off), what offers were accepted, and by which agents were they accepted.

There are instances where tasks will be used in Gladly to prioritize work for specific inboxes. At this time, we do not have visibility into task data in Assembled to see when tasks are opened or closed. This would be helpful as it would be additional data that could impact our forecasts, especially for specific inboxes that utilize tasks in their workflow.

I should be able to use the API to retrieve agent states from the /v0/agents/state endpoint that only include states which start within the specified start and end times, excluding any that began before the window but overlap into it.

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.

Users can set Assembled to whichever timezone they would like, but this is not exportable anywhere nor is it able to be pulled via API. Allowing for this data to be extractable enables us to better review PTO requests when pulled via API.

Use case: Vendors might want to pull data direct from Assembled via the API but today there aren't any restrictions on API access.

Listing the time API tokens were last used would assist with troubleshooting.

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.

We would love the ability to have the Out Of Office agent flag in Zendesk applied when agents are on a leave event in Assembled. This would massively reduce the admin time needed to flag OOO agents in Zendesk and reduce the risk of the flag not being removed on their return.