Workforce Management

I should be able to track Chat Average Handling Time (AHT) based on the agent’s actual interaction time, starting from their first response to a ticket until they either resolve it or make their final reply. This metric should include active response time and applicable wrap-up time, calculated as: Chat AHT = Total Handling Time / Number of Chats Handled

I should be able to access a report that quantifies the number of schedule edits made by team leads or coaches within their respective team schedules.

Dashboard-type view targeted to giving Executives a snapshot of Assembled's value. (Instead of needing to look queue by queue or exporting data and creating roll-up views in spreadsheets.) At-a-glance, rolled-up view by queue|channel|site for each: staffing vs. requirements KPIs

Ability to see/filter multiple queue for the Forecast vs Actual report as he team would want to see one line of business aka several queues within that line of business for various metrics

Set a schedule to export any report to different file types (Excel, CSV, Google Docs, etc)

the Forecasted vs Actual report often shows 0% or 100% forecasted SLA, even when actual SLA is somewhere in between. This makes it nearly impossible to model SLA risk, especially for email channels or queues with long SLA windows (e.g., 24+ hrs). Assembled should more accurately calculate forecasted SLA, including factoring in: • Backlogged cases (created prior to the day, still open and breaching SLA) • Non-zero forecasted SLA based on staffing + productivity inputs • Real-time reflection of service level performance, not just tickets created today Right now, we’re seeing mismatches between FvA and Realtime Overview, and some tickets that missed SLA still appear as met (or vice versa). This impacts our ability to triage, report accurately, and forecast requirements.

Would you consider adding a team-level filter to the Agent Scorecard? A dropdown to select an entire team would make it much easier for Team Leads to review group performance without needing to check each agent one by one.

Currently, the SLA% in the Forecasted vs Actual report for case lifecycle is calculated for each unit of work, regardless of whether it’s the first segment or a later one in the case. It’s not limited to just the first segment—SLA is measured for every unit of work throughout the case lifecycle. We'd like to see this calculated only when the unit of work is the first segment in the case.