Workforce Management

The current workarounds for viewing total volume across multiple channels require manually pulling and summing data outside of Assembled, which is both inefficient and prone to error. A feature that would completely solve this pain point would be the ability to combine multiple channels within the Support Volume report to view a holistic total. This functionality should also extend to the Forecast tab, allowing users to generate a single, accurate forecast based on the combined historical data. Having a unified view from historical analysis through to forecasting would be a huge improvement to team efficiency and accuracy. Our team would be very excited to see this added to the product roadmap!

It would be great if we could exclude specific dates from trend and performance analytics in order to improve the accuracy of averages. Currently, holidays or one-off anomalies (e.g. Memorial Day closures) can significantly skew metrics like contact volume trends and adherence averages. While forecast models support outlier exclusions, there is no equivalent functionality for actuals or historical reporting. This leads to incorrect conclusions (e.g. Monday appearing as the lowest-volume day) and forces manual workarounds outside of Assembled. We’d benefit from the ability to remove or flag specific dates for exclusion from calculations in analytics views.

If there is a change in shifts, both the old and new shifts will show in Google Calendar. Which is very confusing and annoying. Please make sure the sync is properly done between the 2 tools.

To make it easy for agents to be made aware of extra work and VTO opportunities, it would be very convenient to be able to enable a slack integration that direct messaged agents based on their eligibility. Eligibility would be based on their schedule, as well as the channel, queue, team or skills of the extra work/vto codes. This could message when slots are opened up, as well as when available slots are marked full for the day.

I should be able to set the default option to "Just this once" when editing a recurring meeting, so I don't have to manually select it every time I make a change.

Submit schedule change requests for multiple agents at once (e.g., for a team meeting), rather than being limited to one agent per request.

We would like the ability to change the length of the VTO blocks offered. E.g. someone has to sign up for a minimum 3 hours. Today, they are based on your company's interval on the Staffing Timeline.

Ability to configure auto-scheduled breaks and events to occur only at specific time intervals (e.g., every 15 minutes — :00, :15, :30, :45), so that schedules remain optimized but operationally consistent and easy to communicate.

We’ve noticed an increasing number of denied schedule change requests due to blank events being updated in between scheduled events. As a result, we need to deny these requests and ask agents and managers to correct (fill the blank) and resubmit them. Would it be possible for you to help prevent this? For example, could a pop-up message or validation error be shown during submission if the requested schedule doesn't meet the minimum required hours (e.g., 9 hours or 8.5 hours, depending on the region)? This could help reduce denials and streamline the process.

Right now, clicking "Restore for all agents" in the Scheduling history view reverts the entire staffing timeline back to the selected timestamp. This behavior is correct but confusing... users often assume it reverts only the row they’re clicking. Assembled should make this clearer in the UI (e.g. label it “Restore timeline to this version”) and consider adding more granular controls, such as: • Undo a single user’s edit or event type • Revert specific agents or individual events This would reduce accidental overwrites when multiple users are editing schedules simultaneously.