Workforce Management

The Core product does not include queues, but these customers may need to exclude tickets from the ticket volume such as AI bots, spam, or other team tickets. It would be great to expose the "ticket exclusions" feature for Core customers to be able to build these out

Sometimes, agents tag tickets during a chat, but since tags are only captured at the start, updates are missed, and tickets may not route to the correct queue. Implementing a feature that adds new tags throughout/at the end of the chat would resolve this issue.

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

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

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.

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.