Workforce Management

Add a checkmark to identify agents who are blocked from submitting OT requests due to performance or policy violations, helping WFM stay coordinated with Operations and HR.

We need the ability to create an additional grouping layer beneath the current Site attribute so we can report on flexible regional combinations. Today, Site only supports a single hierarchy, which doesn’t accommodate our structure where teams must sometimes be viewed as individual countries. Because multi-select isn’t supported for team attributes, we cannot dynamically combine sites for reporting, shrinkage, or productivity analysis. Our current workaround is assigning a skill or aggregating data externally via API, but this adds manual effort and reduces clarity for TLs/RTAs. We’re requesting support for a third child layer or grouping option under Site, enabling more flexible, nested regional filtering directly within Assembled.

Currently, Assembled’s schedule permissions allow users to either view all agent schedules or just their own. There’s no way to restrict access so that a role can only view or manage schedule requests for a specific team. This limits flexibility for organizations that want to delegate scheduling responsibilities on a team-by-team basis without granting full visibility across all teams.

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.

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

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

Summary: Would like to request the addition of SCIM provisioning to enhance user management capabilities. Use Cases: • Onboarding new employees: Automatically provision user accounts and assign appropriate roles based on department or job title. • Offboarding departing employees: Automatically de-provision user accounts to ensure immediate termination of access upon exit. • Role changes: Automatically update user permissions and group memberships when an employee changes roles within the organization.

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.

People Scored is defaulted to Joseph Abella and I cannot see my other agents SCORECARD.

Currently deactivated users still show up in reports, it would be nice if they would be omitted from the reports if they weren't active.