Workforce Management

Agents can request time off directly from Slack, and the request will be automatically sent to Assembled.

Enable functionality in templates to import from CSV similar to Staffing Timeline - additionally/alternatively allow import from templates of selected week similar to how staffing timeline can be saved as template.

Real time unplanned and planned shrinkage % for quick and easy review when generating schedules or review realtime when needed

We’d love a way to track how many VTO and OT slots are being published vs. how many are actually claimed. Right now, we don’t have visibility into this without pulling data manually. What we’re looking for: Published vs. claimed slots (for both VTO and OT) Take rates shown in a simple report Historical trends over time (daily/weekly) This would help us understand if agents are actually taking what we’re offering - and if we need to adjust how we’re incentivizing extra hours.

Description: Currently, the Time Off Rules feature only allows setting minimum and maximum advance notice in days. We need the ability to set more granular advance notice requirements using hours and minutes to better accommodate our workforce planning needs. Current Limitation: Time Off Rules only support day-based advance notice (e.g., "Minimum 1 day in advance") No option to set hours or minutes for advance notice requirements Requested Enhancement: Add support for hours and minutes in the Time Off Rules advance notice settings: Minimum Time in Advance: Allow setting values in hours (e.g., "Minimum 4 hours in advance") Allow setting values in minutes (e.g., "Minimum 30 minutes in advance") Maximum Time in Advance: Allow setting values in hours (e.g., "Maximum 48 hours in advance") Allow setting values in minutes (e.g., "Maximum 90 minutes in advance") Use Case: Short-term time off requests: Require agents to request time off at least 2 hours in advance for same-day coverage Emergency situations: Allow time off requests up to 30 minutes before a shift for genuine emergencies Flexible scheduling: Enable more granular control over advance notice requirements for different teams or scenarios - Operational efficiency: Better align time off policies with actual business needs

The addition of the "solves per scheduled hour" metric (cases solved per scheduled productive hour) to the individual Agent Scorecard in Assembled. Context & Rationale: This metric is currently available in the Team Performance report, but not on the Agent Scorecard. "Solves per scheduled hour" is a key productivity metric for our agents and is important for both agent self-assessment and manager coaching. Having this metric visible on the Agent Scorecard would allow agents to track their own throughput against scheduled hours, not just actual hours worked. This would bring consistency between the Team Performance and Agent Scorecard views and help drive agent engagement with their own performance data. Request: Please add the "solves per scheduled hour" metric to the Agent Scorecard, alongside the existing "solves per actual hour" metric. Ideally, this metric should be visible by default or at least available as an option for agents and managers to select. Impact: Improved agent visibility into their own productivity. Better alignment between team-level and individual-level reporting. Supports coaching, goal-setting, and self-improvement.

I should be able to automatically view the total amount of VTO/EW offered each week without needing to manually calculate it.

I should be able to customize the charts displayed at the top of the page so that, in addition to Adherence, I can also view metrics like Occupancy and Scheduled Utilization. I should also be able to add more charts to this section beyond the current options (Average Handle Time, Average Cases Solved, Average Team Adherence, Agent Average Handle Time).

Would like the Schedule Analytics Report to support intraday reporting capabilities — specifically, the ability to apply a custom time window (e.g., midnight to 8 AM) so they can generate real-time attendance data for specific intervals during the day. Alternatively (or in addition), would like Assembled to support a native attendance metric that is not based on adherence, as adherence doesn’t accurately distinguish between unexcused absences and other forms of non-compliance with the schedule. Adherence doesn’t tell you if someone wasn’t present or if they were just off their schedule — so it’s not a good metric for tracking actual attendance. Impact: Right now, calculating attendance intraday requires substantial manual effort (e.g., ~1.5+ hours per run), and they’ve had to resort to workarounds that still fall short. This is a high-friction, high-priority workflow

While using the real-time agent analysis and adherence pages, I noticed a few improvements that would make scheduling and real-time monitoring much more efficient: Show the agent’s next scheduled event: On the real-time status page, it would be extremely helpful to see the agent’s upcoming scheduled event (e.g., next break, next channel switch). If an agent goes out of adherence 2–3 minutes before a break, it’s not a big concern, but knowing their next event gives better context for whether follow-up is needed. Display adherence indicators on the staffing timeline: As a scheduler, most of my work happens on the staffing timeline. It would be great to see which agents are currently out of adherence directly in this view. Ideally, if an agent messages me back about adherence, I could adjust their schedule right there without switching windows. Ability to message agents from the staffing timeline A way to send messages to agents (via Slack or similar integration) directly from the staffing timeline would make communication faster and reduce context switching. Count of agents out of adherence on the real-time dashboard A visible count of how many agents are currently out of adherence would be extremely helpful for quick decision-making. Upcoming break count and notifications It would be valuable to see a total count of upcoming breaks within the next X hours. This would allow proactive communication, such as sending reminders like “Your break is coming up soon.” Overall, these enhancements would streamline real-time adherence monitoring, reduce window-switching, and make scheduling adjustments and communication faster and easier.