Workforce Management

In many of the interfaces, I’ve noticed that I can select the cluster level under the Queue filter, but it’s not entirely clear whether Skill is based on the queue itself or on the agent’s skill. If possible, I think it would be helpful to separate the child queue and parent queue filters for better clarity. For example: Under the Queue filter, we would only be able to select child queues. Under another filter (perhaps named Cluster or Parent Queue), we could select at the cluster level.

Rather than parent <> child queues, ability to create many levels of queues for complex orgs with larger hierarchies & product lines

Add support in Assembled’s queue configuration for filtering Zendesk tickets based on whether they are assigned to a user or unassigned. This would make it easier to manage queues and reporting for different workflows.

should be able to configure an exclusion so that it applies only to a specific queue, without impacting other queues.

I should be able to set up an automated remap of tickets instead of having to run them manually in the Queues and Exclusions Page

Currently, Daylight Saving Time is handled based on the account-level timezone. We don’t yet support queue-specific timezones in Assembled, which means we can’t automatically adjust for DST at the queue level. As a result, when time shifts (like in EMEA), the hours of operation need to be manually updated right before the change

Ability to create queue levels beyond parent and child to capture more complicated workflows with granularity

Our conversations often move to different inboxes in Gladly. For example, most emails start in Default - Email inbox but immediately reroute to another inbox based on keyword routing. They may continue to reroute to other inboxes based on customer replies. Without the "Inbox when Message Sent" feature, we will not see total accuracy for data assigned to our queues in Assembled.

Excluded tickets should show units of work and other fields that queues have " Exclusion queues inside of Assembled the rule priority, units of work, and. ticket in queue are not showing in those fields can we have that updated to show these columns in those queues ?"

Currently, Zendesk Queue is not available as a keyword type option when defining Queues and Exclusions in the Assembled platform. This feature request proposes adding "Queue" as a selectable field option for Zendesk integrations. This would provide greater control over the mappings that we choose to set up on our instance.