Workforce Management

Sprinklr is a social media aggregator; you can see all social channels in one spot instead of one channels (e.g. instagram, youtube, tiktok, linkedin). Currently, these tickets are not in their contact center platform (e.g. Gladly). Other customers have built an integration out of the box, but it would be nice to have an out of the box integration in our Integration Directory.

This feature request proposes enhancing our current TalkDesk integration to leverage TalkDesk's native attribute-based routing capabilities. While our current integration allows mapping calls to queues based on attributes like Ring Group, Phone Number, Username, and Call Type, directly integrating with TalkDesk's native routing would provide additional benefits in terms of efficiency, real-time routing, and expanded attribute options.

I'm trying to see if it's possible to update a Slack user group (i.e. team-on-call) to include a user if they are scheduled in a specific Assembled status and exclude them if they are not in that status. Basically I want to create an on-call schedule in Assembled and have Slack react to this and make sure that @team-on-call pings the right user(s)

I would love to see Assembled create a Jira integration in order for us to take a more holistic approach to WFM that includes internal cross-functional work

With the bi-directional Assembled-GCal sync, there are issues with recurring meetings and events that are on agents’ calendars that may or may not be significant. The request is to have an option to show on Assembled only the events that are confirmed or accepted. Today, the managers have to check with agents individually for each conflict when they apply a template - the resolution then takes a lot of time and is error-prone

FreshDesk's API provides many endpoints for 3rd party integrations. A direct integration with Assembled, compared to importing custom CSVs, would be incredibly useful. It would also enable us to fully leverage all the awesome capabilities that Assembled provides.

Start scoping a sync of time-off data to our Workday instance. Assembled's OOTB Workday Integration is only one way from Workday to Assembled.

Support Zendesk's omnichannel engagements model so that folks can report on the individual legs of agent interactions in the overall ticket lifecycle in Assembled https://support.zendesk.com/hc/en-us/community/posts/8369061705882