Workforce Management

If a pending schedule change request hasn't been approved, reflect that in the staffing timeline.

Ability to color code Agent States like the "After Call Work" coming from connected platforms, i.e. Five9 in this case.

When looking at the staffing page the list can get really long; it would be great to be able to click on the names of some agents on that page that places a temporary highlight along their whole schedule row. Then allow for it to be unselected (and maybe have a reset highlight button or hotkey). That way I could select a few agents that I'm focusing on within the greater greater schedule and more easily locate them when looking at the whole queue. One specific use case example would be when I'm checking one agent against the coverage of the rest of their queue on a specific day to see if I can approve PTO over the allowance. Being able to select their name and see a highlight would help me in seeing if there's enough coverage over their specific hours worked.

It's not currently possible to determine anywhere within Assembled which user approved a schedule change request. This is true in both the approved request itself, and additionally within the scheduling history.

When a window or pop up (example, Deny schedule change request, add event to multiple agents) is open, clicking and dragging with the mouse cursor held down from inside to outside of the bounds of the pop up window closes the window. This is an issue as our team adds a lot of notes in these spaces and trying to click and drag to select parts of the note can easily result in the window closing, which obliterates any progress you had made on the request.

When extending an event with your cursor by dragging the event out, you have to spend a lot of time lining up the cursor to the perfect spot where the icon changes allowing you to extend or shorten the event rather than move the entire thing. This process is tedious and time consuming, especially when you are making a series of manual adjustments. I propose adding a hotkey that you could hold down that automatically puts you into this "extension" mode. For example, I hold down the option key and then my cursor changes to that extension mode and I can click and drag freely across all the events.

On the Staffing timeline, it would be wonderful if there was a way to highlight a row in the time zone section at the top, as well as a way to highlight a specific Agent. This would make it easier to adjust Agent schedules when working with many locations (as we do), as well as more easily keep track of a specific Agent in a long list of agents when comparing that Agent's schedule to others. If there was just a simple toggle on/off button next to each time zone and Agent name, it would be super helpful to staying accurate when updating schedules.

Also, the zendesk app that we are using for Assembled, any way to configure the pop ups? I know we talked about being able to adjust the time(5 min before events). Can we configure the size and position of the pop ups? Personally, I would like a more prominent pop up, the one we have currently is easy to miss

I love the mouse line on the staffing page that shows the specific time on the schedule as my cursor moves. However, it's limited in its potential use, as it stops just before the staffing heatmap and time zones. I spend a lot of effort trying to line up with my eyes the mouse line to the appropriate time zone when working on a schedule that isn't in my set time zone. If the mouse line could extend beyond the schedules above into the staffing heatmap and further into all the different time zones it would be so much more useful.

Limit the schedule canvas (or element) to the size of the page or something like that please. It's awfully inconvenient to scroll two scrollbars