Workforce Management

Currently agents are no longer staffable once their end date has passed, but they still need to be manually deactivated. We should consider creating an option to automatically deactivate agents once their end date is in the past.

Add functionality to the People page to view invite statuses and filter for users who have not yet logged in to the platform.

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.

Currently, if you select a group of users via the People page, you can't export just those selected users. We'll instead export the users who fit the filters at the top of the page. We would love if we could export specific selections

I should be able to make custom attributes and filters based on these certain attributes for my agents Example • Shift • Work week (Mon-Fri, Wed-Sun, etc.) • Agent role (Tier 1, Tier 2, etc.)

I should have the ability to limit the length of events that certain roles can create. We would like the ability to limit a role's ability to add events to a certain number of minutes. This restriction would help maintain operational efficiency and prevent extended offline periods when workforce management is not present.

I would like to have a built in clock in / clock out feature in Assembled but not solely for use in Zendesk. We use SalesForce.

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.