Workforce Management

We’d love to be able to use the Google integration to allow leads or managers to directly add team meetings to agent schedules. However, we don’t want agents to have the same level of access, as this could be abused (e.g., agents adding their own meetings or blocking off time without oversight). Request: Add permission controls to the Google integration. Only allow users with a certain role (e.g., lead, manager) to create or sync calendar events to agent schedules. Prevent agents from initiating meeting additions through the integration. This would give us the flexibility to use the integration for team coordination while maintaining schedule integrity.

Ability to change the colors of events that are synced from Assembled >> Google Calendar, to a color that is different than the default calendar color in Google. That way users can differentiate between their Assembled schedule and their non-Assembled Google Calendar events. This would be for users who have set up the integration such that events write back to their personal calendar, and not a secondary Assembled color.

Objective: Improve the management of schedule conflicts within Assembled when agents accept Google Calendar events but later call out unexpectedly. Description: Implement a feature allowing managers to reconcile schedule conflicts directly from the Assembled timeline. This would enable seamless resolution of overlaps, ensuring accurate Schedule Analytics and reducing reliance on external calendar management. Benefits: Streamlined conflict resolution Enhanced reliability of Schedule Analytics Improved user experience

Currently, the only way to remove orphaned events (due to event owner leaving the company for example) is by manually deleting each event, or submitting a support ticket to Assembled. Request for admin-level controls to manage and remove recurring Google Calendar events within Assembled.

Rather than re-syncing GCal event by event, resyncing all events across a day/week would be helpful.

Eliminate the need to invite the Assembled email address in order to pull in events from Gcal. This would help teams immensely who use their calendar for non-queue work (many B2B support teams)

for example, would love to see an additional column in the Settings > Events page with a checkbox where you can indicate whether an Event should be sync'd into Gcal or not. Use case: scheduling for "bookable time" (essentially 'free' time in an agent's schedule when their customers can book Calendly meetings into their calendar. If there's an event scheduled in Assembled, this blocks the time on Gcal, which blocks Calendly. In order to not block Gcal and Calendly, have to leave big gaps in the schedule to keep them empty and "bookable".

The G Cal integration works great if individual emails are invited to the calendar events. However, if they are invited to an event through a Google Group, it does not sync over to Assembled. Would save our team a lot of time if this could be the case!

I should be able to override or delete events that are scheduled through the Google Calendar->Assembled integration. This would allow for better control over scheduling conflicts and ensure accurate workforce management.

Would like the ability to have multiple Google Calendar emails connected to the GCal/Assembled integration, so that specific teams can sync events to Assembled, rather than having all events apply org-wide. This would allow certain teams to be added to events (e.g., All Hands) without requiring the entire company to be included. Currently, the Google Calendar → Assembled integration syncs events based on a single company-wide calendar email. Expanding this to support multiple emails tied to specific teams would provide more flexibility in managing team-wide event assignments.