Workforce Management

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

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.

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

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.

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.

I as an admin should be able to change the timezone for other users/agents

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.)

As a workforce Manager, I deleted (while retaining history) of a few agents who had been taken off the schedule weeks and months ago (with an "end date" added so they stopped showing up on the staffing timeline) to clean up our people page. These agents started to appear in the staffing timeline, with the end date no longer respected. It seemed like the deleted date was now being used as their "end date" and the end-date was ignored. I expect agents to stop showing up on the staffing timeline based on their assigned end-date, even if they are then deleted at a later date.

Currently to make a user not show in reporting, you need to add an end date to the user's profile starting the day you wouldn't like to see them in the reports. This can be a tedious retroactive workflow in cases where those end dates haven't been added in. Allowing a sync that would pull the dates from Zendesk would eliminate a lot of extra work on our end.

Currently Leads are able to export aggregate reports but we want them to have access to all reports (not just the aggregates). It would also be nice if we had control over which users were able to export and which were not.