Workforce Management

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.

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.

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

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

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.

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.)

Similar to the export in the Forecast vs. Actual report, I'm hoping we can set an automation to schedule the export of the People page. This will be helpful for us in syncing some Google Sheets which require certain People details from Assembled.

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.