Workforce Management

Currently the documentation notes that we only support Department ID and Ticket tag for this integration. Having Group ID as an option would allow better oversight and mapping opportunities for our Org.

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.

At the moment, you can manually upload forecasts via the "Productivity" column. Ideally, a similar manner or a function to bulk update this field queues would be helpful

For queues that have email tickets, chats, and phone volume it would be nice if we could assign an agent to only one or two channels. For example, if an agent will only work email tickets because they use translation.

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

The ability to export out the queue data to ensure that there was no manual error during creation of queues. If there was a way to upload queues via CSV, there would not be as much of a need for this because you could infer the export from the last import assuming that no manual changes were made.

As a customer, I'm frequently creating new queues. A CSV upload (or API) would reduce the ~8hr of manual work required to create these queue rule combinations on a monthly basis

For 'Search by time range' could we have options as: LAST 30/90/180 days OR custom Date/Time range selection ability?

I should be able to categorize tickets into multiple queues

In the event we exclude a queue, we have to delete the exclusion and then add the queue back in as new. Adding the ability to 'unexclude' a queue who's name and some of it's history is already in platform would be useful and aid speed to update when business cases change. Adding a toggle for include/exclude would be a best case scenario.