Assembled Workforce Management

Customers need a fast way to delete events in bulk, filtered by event type and date range — a capability available in some prior WFM platforms. Current pain points: The only bulk-deletion method today (shift+drag on the schedule) also wipes PTO/time-off events, which is a hard blocker for teams that schedule far in advance and can't risk losing time-off data during cleanup. Filtering by event type and deleting only productive/default events has been attempted but does not fully preserve the time-off layer. This blocks workflows for rolling out Schedule Assistant team-by-team: filter by event type (e.g., coaching), mass-delete, re-add recurring events, then regenerate around them. Ask: A date-range + event-type filter that allows mass deletion of matching events, while always preserving the time-off/PTO layer.

Current behavior When Business Hours are created with All channels selected, the configuration saves successfully but does not appear on the Business Hours page. This makes it look like the business hours were not saved. Expected behavior Business Hours created for All channels are visible on the Business Hours page after they are saved.

We'd like to have the capability to track Leave and sick balance tracking

When an agent has multiple shift assignments, there's no one-click way to remove just one, they have to open Edit Assignment and manually set an end date. A dedicated Remove/Delete button on each assignment (like the old Working Hours had) would be considered easier to work with.

We have team the change channel based on a weekly rotation. For example; Week 1: Team A is on Phones, Team B & Team C are on Back Office tasks Week 2: Team B is on Phones, Team A & Team C are on Back Office tasks Week 3: Team C is on Phones, Team A & Team B are on Back Office tasks then repeat the cycle. Looking for a configuration solution through schedule rules to be able to reduce manual workload of this type of schedule rotation.

A single output showing the assumptions in place across every queue, so they can review them together rather than one at a time. Why it matters This is a large multi-BPO operation with a high queue count, so manual review across all queues is a real time cost. More generally, staffing assumptions are a common source of drift, and being able to audit them in bulk is useful to any team running a lot of queues.

Assembled is our source of truth for our roster, and we use Site for the BPO and Restricted Site for the physical location. Some pages in the UI do not have restricted site filters, so we cannot apply location-specific rules without relying on team filters, exports, or reworking existing configuration and automations. Time Off and VTO also do not have a restricted site filter.

Event timing rules relative to another event (e.g. "Back Office" after "Meal") require a minimum buffer of 6 minutes under "At least," with no way to set it to 0; a customer hit this wanting one event to always follow another but be allowed to land immediately adjacent to it when needed.

Before placing an event, Schedule Assistant should evaluate coverage for the relevant channels and queues and apply configurable priorities or minimum coverage thresholds. This would ensure that aggregate coverage does not mask a staffing gap in a critical queue or channel. Coverage-aware event placement would reduce manual scheduling work, improve confidence in Schedule Assistant recommendations, and help organizations avoid creating staffing gaps or SLA risk when scheduling trainings, meetings, breaks, and other events.

As a manager I absolutely love the Agent Activity report and how it breaks up activity based on agents' activity (i.e. online in zendesk in a ticket, online in zendesk not in a ticket, offline etc.). It would be really useful to have some aggregate view of all those diff states somewhere so that I could have a quick and easy view of how much time in total agents spend in each state.