Workforce Management

It would be helpful to view idle time as a distinct metric in Assembled reports. While related metrics like occupied time, available time, and scheduled time are already available, there isn’t currently a way to measure or filter idle time directly. Value: Having idle time as its own metric would make it easier to analyze agent productivity and better understand where time is being spent across teams, queues, channels, and other dimensions.

Ability to use the "auto populate" function for just VTO or Extra Work on the Voluntary Work feature rather than auto-populating both on the same day

Under roles and permissions, you can limit a role's schedule view edit access to 1) none, 2) their schedule only, or 3) everyone's schedules. We'd like our agents to be able to view only their teammate's schedules. One use case, is that we want them to be able to check if their teammates' have taken PTO before they request PTO.

Right now, the staffing timeline only supports searching for a single agent by name. It would be super helpful to have the ability to filter for multiple agents by name at once. There are many scenarios where a client team needs to focus on a specific subset of agents across different teams or groups, and the existing filters don't always allow for that level of granularity. A multi-agent name filter would streamline workflows and improve usability for team leads and workforce planners.

Add support in Assembled’s queue configuration for filtering Zendesk tickets based on whether they are assigned to a user or unassigned. This would make it easier to manage queues and reporting for different workflows.

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.

I should be able to set the SLA for responses past the first one

What we'd like to see: Calls Missed - Total number of calls an agent missed Calls Declined - Total number of calls an agent declined Trend Analysis - How these metrics change over time Where this would appear: Agent Scorecard reports Team Performance reports Real-time agent monitoring (if applicable) Why This Matters: Better visibility into agent call handling performance Identify patterns in missed/declined calls for coaching opportunities Enhanced workforce management insights More complete picture of agent productivity Use Cases Managers can identify agents who may need additional training on call handling Track improvement over time for individual agents Compare missed/declined call rates across teams or time periods Better understand overall call center performance

Currently, when schedule change requests are approved and applied to the schedule, cached metrics (adherence, messages sent, agent ticket stats, etc.) are not automatically recomputed to reflect the schedule changes. This creates a data consistency gap where the schedule has been updated but the metrics remain stale until the next scheduled backfill run.

Breaks optimisation to target agents based on predetermined or metrics to ensure the same agent does not always end up with the undesired early meal break. I've seen something similar on another WFM tool in the past where we can predefine in what order agents will be selected for auto generated and schedule optimisations: By Alphabetical order A to Z or Z to A or event based on performance metrics meaning agents meaning performance metrics could potentially get their desired breaks or have 1st choice.