Workforce Management

Currently, the realtime overview displays status metrics (like NEW, OPEN, PENDING tickets) without filtering by the selected time interval. For example, when a user selects a time interval (such as Today, Last 15 Minutes, Last Hour, etc.), the NEW tickets section shows ALL new tickets for the organization, regardless of when they were created or updated, instead of just showing the tickets that received that status during the selected time interval.

I should be able to see graphs related to my metrics in the Realtime views of Assembled

Assembled supports the "Chats waiting" metric in the realtime overview for Zendesk Chat, but not for Zendesk Messaging (Which we use as our chat platform)

Allow multiple selections for States so specific states can be monitored on a single page instead of across browser tabs

On the Realtime Overview dashboard, I should see the number of chats or calls waiting to be served

As a support manager, it would be really helpful for me to see how many chats an agent is actually serving in the realtime dashboard. I expect each agent to take at least 2 chats, but since this is not always the case it can seem like everyone is online but we have people waiting in queue because people are not at their full working capacity, something that would be really helpful to see within this dashboard.

When an agent is working on multiple tickets concurrently, display all concurrent ticket IDs in the 'Ticket' column on the Realtime Agent Analysis page.

In the far right column of Realtime>Analysis, labeled "Tickets", the functionality to show the ticket ID and link to the contact platform is only available for Zendesk integrations. Would love to have this functionality for Salesforce case IDs as well. Additionally, it would also be great to show Salesforce case IDs in exports from Assembled, as well as in the Agent Scorecard, to actually open up cases that agents worked on during their shifts. (This functionality exists for Zendesk already.)

It would be great to be able to adjust grouping/sort/filter options for the Realtime Agent Analysis page and save those as different "instances" or "views". We should also be able to toggle between those instances to make it more efficient to swap between built out views.

Ability to filter the Reatime overview page by team in order to enable Managers to isolate their team's cases.