Workforce Management

Currently, the Agent Ticket Stats API provides actual_productive_seconds_worked_all_channels, which is a useful aggregate. However, it does not expose channel-specific metrics like actual_productive_hours_worked_chat, actual_productive_hours_worked_phone, or actual_productive_hours_worked_email. These breakdowns are available in the UI, but not through the API. Adding these individual metrics would help teams build more detailed reporting and better understand agent performance by channel programmatically.

Implement alerts when the percentage of agents scheduled for productive events falls below a configurable threshold (e.g., 20%) for specific days, teams, or channels. This would help managers identify understaffing situations in advance, allowing them to take proactive measures to adjust schedules and maintain appropriate service levels.

Implement notifications when an agent's schedule changes from a productive event to an unproductive event within a configurable time window (default 1 hour) before the event start. This would enable supervisors to quickly identify and address last-minute staffing gaps that could impact service levels.

I should be able to... See the number of assigned tickets per specialist in reports like the Scorecard and Team Performance, so I can track workload distribution. View the number of tickets currently assigned alongside the number of cases solved and opened in the real-time dashboard for quick context on in-progress work. Monitor the number of unassigned cases in each relevant queue directly from the real-time dashboard to identify backlog or routing issues more efficiently.

Adherence and schedule change notifications via Google Chat.

Additional enhancement to the "Automatic time off approval" post in progress. Example: We can set a maximum of 8 hours of time off allowed for vacation on Sunday's; 24 hours on Tuesday, Wednesday, Thursday weekly, etc.

No data of actual staffing for May 19, 2025 shift.

The Team Performance report currently shows identical values for Actual productive hours worked across all channels, even when agents only worked in one channel. Assembled should instead proportionally attribute productive time based on the actual time agents spend in each channel-specific state (e.g. if an agent spends 4 hours in chat and 3 hours in email, the report should reflect that breakdown rather than showing 7 hours for both channels). This would provide a more accurate view of productivity and output by channel.

Currently, the staffing forecast for messaging channels in Assembled is based on the total time from when a conversation opens to when it closes, including all customer wait time. For more accurate workforce planning, it would be helpful to forecast based specifically on agent “touch time”—the time agents are actively working on each conversation.

Some team members want to be "on call" for OT. Would be helpful to have VTO feed to a Slack channel so those team members can follow along for VTO notifications w/o having to log into Assembled directly.