Workforce Management

Slack notifications (N business days in advance) when staffing coverage for a specific channel is less than XX%

Please include a notification to the team (or an option to enable notifications) for when new Voluntary Time is posted.

Slack alerts for adherence seem to only send alerts when out of adherence for 'productive events'. It would be much better if the adherence alerts went out for any event type, productive or non-productive. If an agent is out of adherence for a productive event, and the staffing timeline then has a 'non-productive meeting event', the 'out of adherence duration' column will stop showing a minuite count and change to show '--' if the '--' is showing Slack will not send a notification even if overall, the agent has been out of adherence for longer the set alert threshold time. Can all event types be added to avoid the '--', or can the duration count be taken from another source?

Would love to be able to add cusom verbiage to Slack notifications. I'd use this to add a tag to a specific manager/supervisor and also to just jazz that communication up a bit.

I should be able to set rules joined together within a specific time frame Example. 10 minutes after and 60 minutes before or within 2 hours

For customers that don't use Slack, they should still be able to leverage the "notifications" for adherence, SLA data. Instead of sending to slack, the notification would be an email

Description: Currently agents don't have a centralized way to see important updates and requests within the app. It would be great to have a notification system where agents can see approved schedule changes, pending shift swap requests, and other relevant updates. For example, when another agent wants to swap shifts with you, or when a manager approves your time-off request, agents should be able to see these notifications directly in the app rather than having to check email or hunt through different sections. Impact: This would significantly improve agent engagement and reduce missed requests or approvals. Agents would have better visibility into their schedule changes and be able to respond more quickly to shift swap requests. It would create a more cohesive experience within the platform and reduce reliance on external communication channels like email for important workforce management updates.

It would really be helpful for our team to have notifications to remind them that they should switch their status 30 minutes before the end of their day so that they cannot be routed any more tickets. Today, agents can get Gcal/Slack/Zendesk App notifications before the start of an event, but this would be for the end of day, so there's no "next event" to trigger the notification.

Today, we Assembled supports Slack notifications sent to agents directly. We'd like to be able to send these to an agent's team lead or manager. To do this, we'd also need a way to connect an agent to their team lead, either via a new field on the People page, or have it be tied to the team filter on their profile.