Workforce Management

Description: Currently, the parent queue is not summing up the child queues, causing discrepancies in staffing forecasts. The parent queue requires its own staffing parameters, which leads to different outputs when forecasting each child queue individually. This is impacting our staffing timeline as we have to manually select all child queues that should be accounted for in agents’ work. When it comes time to open VTOs or Extra Hours slots, multi-queue selection is not allowed, forcing us to manually check the hours and slots across all queues and then open extra hours or VTOs for just one nominated queue. Impact: This manual process is time-consuming and inefficient, causing delays and increasing the risk of errors in our staffing decisions. If a solution is implemented to allow the parent queue to be a sum of the child queues, it would streamline this process, reduce manual work, and improve the accuracy and efficiency of staffing management. Solution: The solution would involve configuring the parent queue to automatically sum the child queues instead of being treated as a separate staffing parameter. This would ensure that all child queues are accounted for in the parent queue's staffing forecast and allow for easier management of VTOs and extra hours without the need for manual intervention. This change will help us improve the accuracy of our staffing timelines and make the process more efficient.

GIve customers the ability to create a channel that is outside of the traditional support channels (social, text/SMS, chat, email, phone)

I'd love the ability to change the forecasting model to allow a more autonomous approach to handling staffing, without having to go back to Assembled staff.

Need to be able to incorporate buffers on top of staffing requirements and improve the accuracy of heatmap forecasting to align more closely with actual staffing needs. Currently, the lack of these features limits our ability to effectively respond to demand spikes and variability in customer support, often resulting in inadequate staffing levels despite following heatmap recommendations. This misalignment consistently leads to missed SLA targets, increased burden on agents, compromised customer satisfaction, and a reactive approach to resource management. Implementing enhancements for more flexible and precise staffing management will better meet service level agreements and handle demand variability effectively.

Timeline, heatmap, staffing, etc. should not show forecast for hours outside the business's working hours.

Ability to create forecasting models based on multi-year product cycles. For example, allowing forecast comparisons against specific product launch periods from 2+ years ago, rather than just year-over-year comparisons. This would better reflect demand patterns for products with longer release cycles.

It would be helpful if Assembled allowed users to run “what-if” scenario forecasts to explore hypothetical volumes without affecting the current staffing plan.

When adding outliers, it would be easier to be able to click and drag a timeframe for the outlier.

An example of the messaging here could be something like, "daylight savings time change in X region is occurring on X day. They will be falling back / springing forward X hours" perhaps two weeks ahead of these events.