Workforce Management

Upon review of the Assembled app for Salesforce, I'd like to suggest 3 improvements for a better user experience. When the app is popped out, not much of the UI is visible. See image "Assembled Schedule App in Salesforce - Chrome browser" When a user first logs in, they can see the "My Schedule" and "My Team" buttons, but does not see the "Requests" button. However, if an action is taken that shows the "Requests" button, such as refreshing the page, I cannot seem to navigate back to seeing the "My Schedule" and "My Team" buttons. When clicking the "My Team" button, then using filters (such as channel & queue), I would expect my selection to stick. However, once I navigate away to "My Schedule" then return to "My Team" my selections have reset. I am concerned about the user experience for an agent who is a "member" of multiple channels & queues.

Assembled currently categorizes both "cases responded to" and "conversations closed" as "solved" or "closed," since any "answered" ticket from Gladly is considered "solved." However, this can lead to inaccurate forecasting, as "answered" tickets are not always "solved" or "closed".

This would allow for greater detail on our social data in Assembled.

Currently - Assembled supports holiday events, but Workday possesses Holiday Calendars which allow administrators to apply a holiday "template" to users where all holidays (based on a user's location) can be applied at once.

An integration with BambooHR would be good to limit double handling of timeoff

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

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.

We have customers using a Custom/Regal integration who need flexibility in how First Response Time (FRT) is calculated. Currently, the integration calculates FRT as the time between when a task is assigned to an agent (reservation created) and when the agent accepts it (reservation accepted). However, some customers require FRT to be measured from when the task first enters the queue (task created) to when the agent accepts it. Current Behavior: FRT = (task.reservation.accepted) - (task.reservation.created) This measures only agent response time after assignment Requested Behavior: Add configuration option for: FRT = (task.reservation.accepted) - (task.created) This would measure total customer wait time including queue time Business Value: Allows customers to align reporting with their call center KPIs Provides more accurate measurement of end-to-end customer experience Enables consistency with how FRT is calculated across different platforms

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