Assembled Workforce Management

Currently, we only can see that level of detail one agent at a time. This impacts our ability to see trends and larger picture.

Show forecast and actual totals to date, or to the hour or half hour if viewing by interval.

Description: Currently, the recurring Google Sheets export from Team Performance has two significant limitations that prevent customers from building reliable, automated reporting workflows: No "Yesterday" / "Last Day" Relative Date Option The recurring export date range only supports fixed relative ranges (e.g., "Last 7 days"). There is no "yesterday" or "last day" option, making it impossible to set up a recurring export that automatically pulls only the most recent day's data. No Day-by-Day Interval Granularity in Recurring Exports When exporting a multi-day range (e.g., "Last 7 days"), the data is exported as a single aggregated dataset. There is no option to break the data out by day so that each row represents a single day per agent or group. Requested Improvements: * Add a "Yesterday" / "Last Day" relative date filter option to the recurring Google Sheets export setup * Add a daily interval/granularity option so that multi-day recurring exports can be broken out day-by-day (rather than aggregated over the entire range) Customer Impact: Without these options, customers cannot maintain up-to-date dashboards or automated daily reporting workflows from Assembled into Google Sheets without manual intervention. This is a high-impact gap for teams that rely on daily performance tracking and reporting automation.

Summary Add a metric and visualization for “average cases solved per day” within the Team Performance report, similar to what is currently available in the Agent Scorecard. Problem The Team Performance report only surfaces total cases solved. There is no built-in way to view normalized daily productivity at the team level without exporting data and calculating externally. Proposed Solution Introduce a new metric and chart option: • Metric: “Avg. cases solved / day” • Chart: Time-based visualization (e.g., line or bar chart)

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

I should be able to export daily agent login and logout timestamps in a report (CSV/Excel) format so that I can support attendance reporting needs for operations and payroll purposes. This report should include the agent's name/ID, the date, their first login time (first productive state), last logout time (last productive state), and total hours worked.

Currently, Team Leads can only see agents from their own team inside the Scorecards filters/dropdowns. There's a permission that allows them to view other scorecards, but they can only navigate there through the People management page. There should extra permissions that allow you to configure exactly what visibility Team Leads have

Add a “actual required” staffing view. This would show post-facto staffing requirements based on real volume vs forecasted volume, similar to how it is shown on the Forecasted vs Actual report.

Shrinkage metric to be available on the agent score card.

Ability to see shrinkage by agent and total average shrink. Additionally see average totals for the other columns on team performance