Workforce Management

Get a notification from Assembled/Slack when your scheduled event changes. Some customers shift people around across channels when things get busy. What this means is that they'll change agents' events, and agents might not notice it.

Approved + denied requests exported in CSV. Would also include date, time, + agent name.

When a PTO is cancelled, the original shift schedule isn't automatically restored, requiring manual intervention. The customer requests a feature enhancement that would automatically restore the original shift schedule when a PTO is cancelled. This would streamline their workflow and reduce manual scheduling adjustments.

Currently when updating the base schedule for an agent, one has to update every event. There should be a base in queue event that you layer on other activities (ex. Lunch, 1:1s, etc) so if adjustments have to be made, the base event is still there.

Ability to set certain types of non-productive events as not-busy, sync events, that can be double-booked with productive events (we have things like "on call for incident management" that ppl are scheduled for each day on top of chat and ticket hours)

It would be helpful to have the ability to request a shift swap, approve/deny it and have it change on your calendar all within Assembled. Currently the workflow is finding someone to cover your schedule, then make the change in the platform, but I'd like for it to be all in one place

Expand Assembled's Salesforce Service Cloud integration to support the Messaging channel as a synchronous support channel. Relevant public documentation: https://help.salesforce.com/s/articleView?id=sf.livemessage_intro.htm&type=5 https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm

The ability to set limits on time off allowed for a given interval based on percentage of total staff.

We would like the ability for admins to configure Time Off Allotments & Schedule Change Permissions directly in Assembled. Today, we need to go through Assembled's Support team in order to make updates.

It would be nice if we could adjust exactly who could approve/manage time off requests. Currently we don't want each admin to be able to approve/deny requests but we don't want to change their role.