Assembled Workforce Management

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.

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.

I should be able to customize the charts displayed at the top of the page so that, in addition to Adherence, I can also view metrics like Occupancy and Scheduled Utilization. I should also be able to add more charts to this section beyond the current options (Average Handle Time, Average Cases Solved, Average Team Adherence, Agent Average Handle Time).

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.

It would be helpful to have a metric that tracks how often agents are late to shifts.

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

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.

The aggregate export only allows data to be grouped by day, week, or month. There is currently no option to view the data in hourly or 30-minute intervals. Adding hourly intervals to the aggregate export would give teams a clearer view of performance throughout the day.

Requesting the addition of a feature that allows for the generation of a cumulative productive adherence report for all team members across all channels. Currently, the team performance report breaks down adherence by individual channels and does not provide a cumulative view. To get the desired data, I must run separate reports for each agent via their individual scorecards, which is impractical for teams with a large number of members.