Workforce Management

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.

Description: Currently, the parent queue is not summing up the child queues, causing discrepancies in staffing forecasts. The parent queue requires its own staffing parameters, which leads to different outputs when forecasting each child queue individually. This is impacting our staffing timeline as we have to manually select all child queues that should be accounted for in agents’ work. When it comes time to open VTOs or Extra Hours slots, multi-queue selection is not allowed, forcing us to manually check the hours and slots across all queues and then open extra hours or VTOs for just one nominated queue. Impact: This manual process is time-consuming and inefficient, causing delays and increasing the risk of errors in our staffing decisions. If a solution is implemented to allow the parent queue to be a sum of the child queues, it would streamline this process, reduce manual work, and improve the accuracy and efficiency of staffing management. Solution: The solution would involve configuring the parent queue to automatically sum the child queues instead of being treated as a separate staffing parameter. This would ensure that all child queues are accounted for in the parent queue's staffing forecast and allow for easier management of VTOs and extra hours without the need for manual intervention. This change will help us improve the accuracy of our staffing timelines and make the process more efficient.

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.

I should be able to: Assign a start date and end date for a user's Team and Team Lead assignments. Automatically update the end date of the previous assignment when a new one is scheduled. Retroactively add or modify assignments, allowing updates to start dates that are in the past. Track the historical changes to these fields over time for accurate performance analysis and reporting. Leverage a people_history table with the following schema for storing historical data: people_id, field_name, value, valid_from, valid_to

I should be able to automatically send a summarized weekly update to a designated Slack channel listing all approved PTO for team members, including their names and the specific dates they’ll be out during the upcoming week. This should be achievable via an API or integration.

Add column grand totals (Staffing, Hours, Agents) to the Net Difference table when viewing "Actual vs Scheduled" or "Actual vs Required" comparisons in the Heatmaps report, similar to what's available in other tables of this report. Currently, when users select "Actual vs Scheduled" or "Actual vs Required" in the Heatmaps report, the Net Difference table doesn't display column grand totals that are available in other tables. This inconsistency creates confusion for users who expect similar functionality across all tables in the report and prevents them from seeing aggregate information for net differences.

Why doesn't approved time off show in the test schedule? That way I know who is and isn't available when I am mapping out coverage options.

Currently, the main timezone displayed is the user's chosen timezone. It would be super helpful if we can toggle the primary timezone in the Staffing Timeline so we won't have to change our main timezone or rely only on the equivalent timezones in the same page. Handling many timezones, I get confused with the day transitions when I need to make corrections across several timezones.

Currently, the shift swap feature only allows agents to swap individual shifts of the same length. We would like the ability for agents to request swaps covering multiple days, a week, or custom time periods (e.g., several consecutive shifts or a full week). This would provide more flexibility for agents and improve scheduling efficiency.

We’d like agents to have the ability to view a calendar based on the queue assigned to them and show the total number of hours remaining available for any given day. Then they can see what days are available for time off based on headcount. It should automatically reduce the hours when agents are approved time off.