Assembled Workforce Management

Assembled currently has Scheduled utilization and productive adherence metrics. Scheduled Utilization divides productive scheduled hours by the full scheduled shift, including unpaid meals. For a nine-hour shift with eight productive hours and a one-hour unpaid meal: 8 productive hours ÷ 9 total hours = 88.9% Productive Adherence does not provide the requested calculation either because meetings, training, and other paid non-productive events reduce the denominator. Requested behavior: Add a new metric that divides productive scheduled hours by total paid scheduled hours. This metric should: Exclude unpaid meals from the denominator. Keep paid breaks, meetings, training, and other paid scheduled events in the denominator. Leave the existing Scheduled Utilization metric unchanged.

Customers want to see ticket metrics, like Tickets Solved, Average Handle Time, SLA, specifically for the time an agent was in a certain scheduled event, like "Overtime." Right now, ticket metrics and schedule events are tracked separately and can't be filtered against each other. Requested capability: Let reports filter Zendesk ticket metrics by scheduled event type, so customers can see ticket performance during specific event blocks (e.g., Overtime).

It would be nice if we could pull scheduling data for week in a format that was a bit more generalized and based on agent shift patterns (see image below as an example).

This would help me view averages over a cross section of sites or teams.

Can we make the queue filter show up by default on the Forecasted vs Actual report? It takes up just as much space as the "Add Filter" button, and is the only option you can select from the "add filter" dropdown

As a support leader, it would be helpful to report staffing costs in Assembled at any given interval, and how they've changed over time (both $ and FTE). This would allow me to control operating expenditure and and show how I've saved money over time through better workforce management.

When making an edit on the Staffing Timeline, the Heat Map and Staffing reports don't reflect the change until the user navigates away and back into the page. This creates unnecessary friction when iterating on staffing throughout the day. Request: Auto-refresh Heat Map / Staffing report data immediately after an edit is made, without requiring the user to leave and re-enter the page.

Looking for an overall Schedule adherence percent for a given team. Currently schedule adherence will display for each individual advisor within the team. I would like to see the overall schedule adherence for the team.

Today, if a ticket comes in on Zendesk Chat but is ultimately resolved at a later point over email, the complete resolution time of the ticket is the "handle time" but this isn't very helpful for understanding time spent working chats.

For configurations where occupancy is calculated using ticket handle time as the numerator, ticket time can currently count even when it occurs outside the states included in the denominator: for example, during Break, Offline, training, or other excluded time. This can result in occupancy exceeding 100%. Request: Only include unique ticket handle time that overlaps with the configured denominator states: Ticket time overlapping denominator states ÷ Total time in denominator states Overlapping ticket intervals should also be de-duplicated. Ticket data should remain visible in the Activity Timeline, but time outside the eligible denominator should not contribute to occupancy.