Workforce Management

In "Configure staffing", the shrinkage field refers specifically to time lost during scheduled productive periods, not total shift shrinkage (which would include breaks, PTO, meetings, training, etc.). The tooltip communicates this correctly, but the industry-standard definition of shrinkage typically implies total lost time across a shift.

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 see the actual concurrency of agents in Reports.

Please add columns for actual adherence and/or actual staffing to the Forecast vs Actual report. This would allow teams to compare forecasted requirements with what actually happened, making it much easier to diagnose performance gaps and improve future planning. Quickly see if low service levels were due to under-staffing or adherence issues. Provide clear, data-driven explanations to leadership and clients. Reduce manual work by aggregating this data from multiple reports. Value: Enables true side-by-side analysis of forecasted vs actual performance Saves time and increases reporting accuracy

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.

Hi, Monday Shift (July 7, 2025) is not showing in Actuals under Heatmaps Reports. Please see attached screenshot.

We propose adding a "Productive Training" event feature to better reflect the reality of our teams being 50% productive while undergoing training. This will correct inflated conformance and shrinkage metrics by accurately accounting for work done during training periods. Expected Outcome: A new event type acknowledging 50% productivity during training. More accurate reporting and improved resource management.

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.

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