Workforce Management

Ideally, we would like the Real-time overview to mirror the Liveboards view in Gladly to prevent going back and forth between Gladly and Assembled. The Gladly ticket would be very helpful when we dig into issues from the Realtime Overview so we can get a clearer picture of what is flagged in the Realtime Overview as being past the threshold we have set.

I should be able to set a custom timeframe for notifications - Right now I can only set 30 seconds and two minutes

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.)

Introduce a feature that tracks and reports the total time out of adherence within a custom-defined timeframe. This report should help identify agents or teams that consistently breach adherence policies.

Introduce a report generation feature for all Realtime alerts sent based on existing threshold settings. This report should provide a high-level view of all alerts within a selected timeframe. In particular, we're looking to have a report of total time out of adherence within a custom timeframe per agent or a report of total # of alerts based on our threshold settings. Ultimately looking to find the repeat offenders for agents that are out of adherence... in addition to being able to see tan agent's average adherence in the agent scorecard & team performance reports.

Currently users need to go to the Staffing Timeline in order to see any comments left on scheduled events. It would be a huge improvement to be able to see those comments from the same Realtime screen used to manage teams throughout the day.

It would be nice to have the ability to see any overdue tickets/missed SLAs in Realtime Dashboard.

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

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