Workforce Management

If we could multiselect in Staffing Heatmaps that would be incredible, so we can see staffing metrics for more than 1 queue or 1 team.

I'd love to see a straightforward report in Assembled that shows the scheduled durations of both non-productive and productive events compared to actual data flowing from Gladly. This would help us analyze adherence issues and ensure we're coaching our associates in order to minimize shrinkage.

Show forecast and actual totals to date, or to the hour or half hour if viewing by interval.

It would be helpful to add a dotted vertical line that follows the mouse pointer across the schedule view. This feature would complement the existing fixed vertical line for the current time by providing an easy way to see the specific time corresponding to the mouse's position across the columns. Use Case: This enhancement would make it easier to quickly identify and align scheduling adjustments or evaluations with specific times.

There are instances where tasks will be used in Gladly to prioritize work for specific inboxes. At this time, we do not have visibility into task data in Assembled to see when tasks are opened or closed. This would be helpful as it would be additional data that could impact our forecasts, especially for specific inboxes that utilize tasks in their workflow.

We have several leads and associates that move to different teams throughout the year, so it would be great to schedule those changes in advance so the change is made when the swap is to go into effect.

Currently on platform - we're able to create a time off request via the API. It would be helpful if we were able to bypass creating the request and instead, be able to create the approved request so no approval via the UI would be necessary. This would help streamline our processes in a much more efficient way.

It would be helpful if Assembled allowed users to manually configure Average Handle Time (AHT) based on different parameters, such as time of day, day of the week, or season. For example, if AHT tends to be higher in the evenings, customers could adjust their forecasts to account for these time-specific variations.

I should have the ability to delete published slots in the "action" section. Additionally - if I change all of the published slots to 0 I should be able to effectively hide them from the UI

Request a feature to restrict visibility of scheduling history changes based on the user’s site permissions. This should: Filter scheduling history changes to only display agents within the user’s restricted site hierarchy. Prevent exposure of agent details (e.g., email, name) for agents from unrelated sites.