Workforce Management

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

Customer Context (Binance) CRM: Intercom Customers using bot handoffs in Intercom need to measure service level performance at different stages of the conversation lifecycle to: Distinguish between queue wait times vs. agent response times Identify whether bottlenecks are due to understaffing (queue wait) or agent behavior (response delay) Separate accountability for capacity planning vs. individual agent performance Currently, Assembled only supports one service level metric per channel/queue, which combines all stages into a single measurement. Requested Functionality Three Independent Service Level Types: Chat Wait Time Service Level Formula: cs_join_time - bot_trans_time (Intercom fields) Meaning: Time customer waits in queue after bot transfers to human agent queue Use Case: Measures staffing adequacy Target: Configurable per queue (e.g., 80% under 5 minutes) Status: "achieved" if waiting_time < target, else "breached"

A simple shrinkage report available on both planned / unplanned and combined events

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.

I should be able to select Actual Productive Staff as a metric on the Support Volume and Staffing Heat Map report, so I can compare it directly to Scheduled Staff. This would allow for more meaningful analysis than comparing Scheduled Staff to Actual Adherence, which measures a different concept. I should also be able to choose which metrics are used in the Net Staffing calculation, depending on the type of analysis I’m conducting (e.g., Scheduled vs. Adherence or Scheduled vs. Productive).

I should be able to toggle a calendar month view in the BPO Planner that displays data using exact month boundaries (e.g., Jan 1–31, Feb 1–28), instead of aggregating by weeks. This would allow for accurate and intuitive month-over-month planning and reporting, without needing to export and manipulate the data externally.

Currently, Assembled doesn't support historical team membership tracking. When admin users move agents between teams (or update other profile attributes like queues, sites, or skills), there's no historical record of these changes. This creates several problems: Accidental team assignment errors - When admin users accidentally put agents into the wrong teams, there's no history to reference what the correct assignment should have been Manual workarounds required - Customers must manually track and log team changes outside of Assembled Historical reporting inaccuracies - Historical reports don't reflect agents' previous team assignments, making it impossible to accurately measure metrics like adherence or productivity by team for specific time periods

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

This metric captures how many tickets agents are engaging with (not just solving), which is important for understanding workload and agent activity earlier in the ticket lifecycle. Intercom provides this data out-of-the-box via first_admin_reply_at timestamps

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!