Workforce Management

When running shift bids or block scheduling, recreating 100 shift patterns manually is labor intensive. Build automation that looks at a schedule template and creates a set of shift patterns.

When opening Extra Time (Voluntary Time) slots, Assembled currently auto-assigns the first eligible event type in alphabetical order. This behavior creates challenges for teams-like ours that support multiple types of work (e.g., phone, chat, email) within a single channel and has multiple types of events eligible for Extra work. The inability to specify the correct event type results in: Inaccurate adherence and reporting Manual recoding of approved shifts We’d benefit greatly from the ability to select the intended event type when creating Extra Time slots. This small change would improve accuracy, save time, and make the workflow much more usable for customers like us with differing teams/team structures.

Summary: Enable clients to manage and configure their business hours directly within the UI, including the ability to schedule business hours in advance. Problem: Currently, clients lack the flexibility to adjust their business hours on their own or to configure future business hours. This limitation can create operational friction, particularly when coordinating with external vendors or planning for upcoming schedule changes (e.g., holidays, seasonal hours). Proposed Solution: • Provide UI functionality that allows clients to manage and update their business hours. • Support the ability to configure business hours in advance (e.g., future-dated schedules or one-time exceptions). Value & Impact: • Increases client autonomy and reduces reliance on support or manual interventions. • Enables more accurate and efficient scheduling for both organizations and their vendors. • Improves alignment with real-world operational needs, particularly for businesses with dynamic or seasonal hours.

It would be great to be able to apply an optimization rule for a certain amount of days in the week (for example, apply a rule to just Tues-Thurs) rather than just a week or day rule. This would be helpful for scheduling non productive tasks during times of low volume.

It would be great to have all time off and schedule change requests notify a specific slack channel, without requiring the agent to choose a linked "user". Additionally, it should allow different channels to be designated based on filters (site,channel,queue etc)

It would be helpful if the recurring events feature was available to users with "Request schedule changes" permissions so that a manager could submit a schedule change request on behalf of multiple agents (e.g. a team meeting or training)

I should be able to automatically sync an agent’s status with their Assembled schedule — for example, if an agent is scheduled for "Chat" in Assembled, their Zendesk status should update to "Chats & Emails", and if they’re scheduled for "Lunch", their Zendesk status should reflect "Lunch".

I should be able to resolve recurring scheduling conflicts in bulk for all future instances where a template has been applied, so I don’t have to fix the same conflict manually each time it appears.

Unfortunately, currently there is an ability to add/edit events only in the Day/Week view in Stuffing Timeline. However, it would be very comfortable to have an ability to add events in Custom View as well, for example when you're reviewing the Monthly Schedule.

Description: Today, when an employee requests PTO, the system auto-fits the PTO event to match their working hours at the time of the request. However, if their working hours are later updated (e.g., shift time or lunch break duration), existing PTO events do not auto-adjust accordingly. Example use case: An agent initially has a schedule of 6am–3pm with a 1-hour lunch and requests PTO for a week in July. Their schedule is later updated to 7am–3:30pm with a 30-minute lunch. In the current state, their PTO must be manually edited to align with the new working hours. This creates a “manually edited” event, which disrupts system logic such as auto-deducting lunch breaks. Feature request: It would be helpful if PTO events could dynamically update to reflect changes in an agent’s working hours. This would reduce manual overhead and ensure accurate time calculations—especially for teams with frequent schedule adjustments.