Workforce Management

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

Real time unplanned and planned shrinkage % for quick and easy review when generating schedules or review realtime when needed

While using the real-time agent analysis and adherence pages, I noticed a few improvements that would make scheduling and real-time monitoring much more efficient: Show the agent’s next scheduled event: On the real-time status page, it would be extremely helpful to see the agent’s upcoming scheduled event (e.g., next break, next channel switch). If an agent goes out of adherence 2–3 minutes before a break, it’s not a big concern, but knowing their next event gives better context for whether follow-up is needed. Display adherence indicators on the staffing timeline: As a scheduler, most of my work happens on the staffing timeline. It would be great to see which agents are currently out of adherence directly in this view. Ideally, if an agent messages me back about adherence, I could adjust their schedule right there without switching windows. Ability to message agents from the staffing timeline A way to send messages to agents (via Slack or similar integration) directly from the staffing timeline would make communication faster and reduce context switching. Count of agents out of adherence on the real-time dashboard A visible count of how many agents are currently out of adherence would be extremely helpful for quick decision-making. Upcoming break count and notifications It would be valuable to see a total count of upcoming breaks within the next X hours. This would allow proactive communication, such as sending reminders like “Your break is coming up soon.” Overall, these enhancements would streamline real-time adherence monitoring, reduce window-switching, and make scheduling adjustments and communication faster and easier.

There is no way to see a timeline of incoming tickets, chats, or calls on a shift and see which agent took which ones. This report is needed to compare the agents scheduled during that time and who was working, to see if one agent is working most tickets and another is barely working. We need to be able to see the incoming productive opportunities and how our agents are responding to know if someone is slacking or distracted.

Currently, I can only filter by one State within the Real-time agent analysis page. It would be great if I could filter multiple states, i.e. all phone based states - Available, On a Call, Hold, Wrap.

For asynchronous channels, it would be helpful to surface more detail about currently open cases in the real-time overview. On the staffing timeline, we’re already able to see the total number of open cases, along with a breakdown of how many are within SLA and how many have breached in the backlog vie. Making this same information available in the real-time view would provide greater visibility and help with day-to-day monitoring.

Currently, I can only filter by one State within the Real-time agent analysis page. It would be great if I could filter multiple states, i.e. all phone based states - Available, On a Call, Hold, Wrap.

It'd be great to have the ability to pin certain agents to the top of the realtime agent analysis dashboard.

When configuring real-time agent thresholds it would be beneficial to be able to set out of adherence thresholds for non-productive event types in addition to productive event types. Not having this option limits our real-time ability to manage both productive & scheduled adherence performance which has impacted Leadership buy-in on adopting scheduled adherence. Additionally, this is creating additional work for our RTA team when having to identify staff that may be having system issues or unplanned absence events during scheduled non-productive event times.

User Story As an Assembled administrator, I want to define the priority order of our integrated platforms (e.g., ServiceNow, Zendesk, Manual Clock-in) so that our Real-Time Analysis dashboards and adherence reports accurately reflect our company's true source of operational truth. The Problem Currently, Assembled uses a hardcoded priority system to determine which source to use when an agent has simultaneous active states across multiple platforms. In this system, manual sources like the "Zendesk Clock-In" app are always given the highest priority, overriding automated sources like a ServiceNow or standard Zendesk API integration. This fixed hierarchy does not work for all customer operational models. For organizations that consider a specific platform (like a primary CRM or a telephony system) to be the definitive system of record, the current logic can lead to inaccurate real-time data. Example from a customer: An agent is active and "Available" in ServiceNow (our system of record, integrated via API), but has an old, lingering "Non-productive" state from the manual Zendesk Clock-In app. Assembled displays the "Non-productive" manual state, which misrepresents the agent's true status and impacts adherence calculations. Proposed Solution We propose creating a new settings page within the Assembled application, likely under Settings > Integrations, to manage platform priority. This interface would: List all of the company's connected agent state sources (e.g., ServiceNow, Zendesk, Zendesk Clock-In, Assembled Manual Edits). Allow administrators to drag and drop the sources into their desired priority order.