Workforce Management

This would unlock the ability to: Send adherence alerts to a manager Send time off or schedule change requests to managers

Having start and dates across the UI for things such as channel or queue assignments would be really helpful for reporting purposes. That way we could go back and view the history of what an individual agent was assigned regardless of what's on their profile today or what they've been scheduled for.

Right now when Zendesk users are deleted they have to go and manually delete them from assembled. It would be great to have a way of automatically deleting users in assembled when they have been deleted from the contact platform.

I should be able to see who edited what and when for information in People pages

We need a way to “organize teams” or set a “team/org structure” — not just a team filter with the manager’s name as the title — in Assembled. This is being done in our HR tool currently, but BPO agents do not need to be in our HR tool, and we'll eventually remove them. So we need somewhere else to house this information; it makes sense for it to be Assembled since this is where we track all of our teams and agents.

In the Show Scheduling History section I should have a record of my schedule change requests. Currently the log only shows the history of changes made to my schedule by an Admin, and doesn’t reflect any activity or requested changes from me. When requested changes are missed, I don't have a record of when my request was submitted.

Currently there is no “Reports To” field in the tool, which prevents ease of use in a few areas: Managers unable to pull up “My Team’s Performance” in any of the reporting, schedule viewing, real time viewing, etc. ICs having to manually select their manager for approval when requesting time off vs. the tool defaulting to their manager Exporting of any of this data or pulling into Tableau without having to cross reference with internal data sources to create desired reporting

If teams are configured by business area as in our case, it would be good to have a custom field for "supervisor" or "manager" in the People section, and make it an available filter for schedules, reports, etc.

As an example, the EuRail team uses employee ID for their reporting and it would be very helpful to be able to add employee ID to profiles in Assembled to make reporting easier