Workforce Management

In general, any time an agent is working on a ticket is productive, but this should be overridden when agent-selected states (Lunch, Break, etc) are clearly not productive time. This is extremely common, if an agent leaves a ticket open and goes to break or lunch.

Looking for something that can sum up to say e.g. "John worked 8 hours on M,T,W and 6 hours on Th,F for a total of 36 hours" "Jane worked 10 hours on M, T for a total of 20 hours"

There's currently no indication if the view has refreshed after filters have been changed and it gets confusing when the tally and projections don't make sense.

Ability to choose who solved a case when there are multiple agents involved in a ticket including bots. Currently, we count "solves" based on the assignee_id that we get from Zendesk.

Ability to show the breakdown of tickets resolved/worked by an agent and the total time/number of reopens etc.

It would be good to be able to track certain things that do not fall under certain skills, channels, or other identifiers in Assembled. This would help track specific items, such as Accommodations, Schedule Change indicators, or anything else that needs to be documented specific to individuals

Just this week, many members of our team have noticed that going to the Staffing page will default it back to the previous Sunday instead of showing the current day. This has caused some confusion and miscommunication within our team, since we're used to the Staffing page defaulting to today's date instead.

To be able to set KPI's based on the available volumes. For instance, if it was 9 emails an hour based on an 8 hour shift with an hour break, we would expect min. 63 emails sent. (100% capacity) But if volume is low, let's say by 50%, then we could make it 4.5 per hour etc.

We would like the ability to select metrics agents can see on their scorecards from any of the metrics available in assembled.

See the attached screenshot, which I saw when I reopened my laptop.