Assembled Workforce Management

We want to see a tile for Snoozed Cases in the Agent Scorecard. Like Cases Solved, we'd want to be able to click into the number in the tile to drill down into the cases. This would help us identify cases that are being deferred or potentially avoided and give us a more complete view of agent activity and productivity. We are using Kustomer

Team Performance includes AHT for certain channels and queues, but not for any Email queues. We define AHT as: the time it takes from point of assignment until they close out of the ticket (not marked as solved, but just when the agent exits the ticket screen).

We're starting to use MCP to automate reporting that our RTA currently puts together manually, but we've found that some of the metrics we rely on aren't currently available through MCP, even when they're available elsewhere in Assembled. Some of the data we'd like to be able to query includes: Open cases / current backlog by queue Solved and. snoozed volume Agent-level breakdowns of this activity One of our biggest use cases is understanding the true workload that is carrying over between intervals or days. Looking only at incoming volume can make a queue appear adequately staffed even when there are 100–200 outstanding emails carrying over from the previous day. Ultimately, we'd love to be able to ask MCP something like: "For the overnight shift, how many new emails came in, how many were completed, what's still in the backlog, and what's the breakdown by agent?" Having the data available through MCP would let us automate much more of our RTA and state-of-staffing reporting instead of continuing to pull these metrics manually.

Customers with overnight workforces may have shifts that span two calendar days, for example 11 PM–8 AM. Team Performance attributes scheduled, productive, and non-productive hours to the calendar day/week in which the hours occur. As a result, a single overnight shift is split across two dates. This makes it difficult to use Team Performance for daily shrinkage, scheduled vs. non-productive hours, and over/under staffing, since the reporting day does not align with the operational shift. Request: Allow Team Performance reporting/export to group hours by the agent's shift or operational day rather than strictly by calendar date.

Or "discretionary” and “nondiscretionary" shrinkage

Right now, it's unclear whether the tile is for schedule adherence or productive adherence, which can confuse users.

The current workarounds for viewing total volume across multiple channels require manually pulling and summing data outside of Assembled, which is both inefficient and prone to error. A feature that would completely solve this pain point would be the ability to combine multiple channels within the Support Volume report to view a holistic total. This functionality should also extend to the Forecast tab, allowing users to generate a single, accurate forecast based on the combined historical data. Having a unified view from historical analysis through to forecasting would be a huge improvement to team efficiency and accuracy. Our team would be very excited to see this added to the product roadmap!

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

As a manager I absolutely love the Agent Activity report and how it breaks up activity based on agents' activity (i.e. online in zendesk in a ticket, online in zendesk not in a ticket, offline etc.). It would be really useful to have some aggregate view of all those diff states somewhere so that I could have a quick and easy view of how much time in total agents spend in each state.

I’d like Schedule Analysis to show a breakdown of Extra Work by channel, rather than only showing one combined Extra Work value. For example, the report could include separate columns such as: Extra Work (Phone) Extra Work (Chat) Extra Work (Email) Each column should show the amount of extra work completed through that channel. For example, Extra Work (Chat) should include any productive Chat event that occurred outside of the associate’s scheduled hours and was classified as extra work. The overall Extra Work column should remain available as a total across all channels. This would make it easier to understand where additional hours were used, compare extra work against channel-level staffing needs, and report on extra capacity more accurately in a multi-channel environment.