Workforce Management

Current behavior: When a time off request is submitted, it undergoes an evaluation process that checks various rules, including concurrent time off limits. This evaluation happens in real time at the moment of submission/approval. If multiple requests are approved very close together, they may all pass the evaluation phase before any of them are fully processed. Feature Improvement: A longer buffer/delay to allow for each request to go through the necessary checks

We need a way to “organize teams” or set a “team/org structure” — not just a team filter with the manager’s name as the title — in Assembled. This is being done in our HR tool currently, but BPO agents do not need to be in our HR tool, and we'll eventually remove them. So we need somewhere else to house this information; it makes sense for it to be Assembled since this is where we track all of our teams and agents.

I should be able to anonymize specific types of time-off, such as sick leave, in shared team schedules so that sensitive absence reasons are not disclosed, while still allowing other time-off types to be visible and categorized accurately.

Currently the reply polisher on Zendesk can not be turned off. It would be nice if we had the ability to enable or disable the feature

I should be able to configure the Google Calendar integration so that it does not overwrite personal calendars for specific teams, such as the Merchant Tech Support team. Ideally, this should be adjustable either by excluding certain teams from the sync or by customizing the behavior at a team level through integration settings.

It would be great to be able to apply an optimization rule for a certain amount of days in the week (for example, apply a rule to just Tues-Thurs) rather than just a week or day rule. This would be helpful for scheduling non productive tasks during times of low volume.

Having the capability to filter out productivity metrics (i.e. solves per scheduled/actualhours) by event types which are multi-channel. An example would be for Overtime - we currently have an event type to track logged OT but are unable to check the productivity being accomplished during this period!

Assembled currently does not offer an API endpoint that returns both required hours and scheduled hours. It would be helpful to have this data available via the API for reporting and tracking staffing coverage more easily.

For MaestroQA, it has the ability to have coaching sessions. It would be great if the integration with Maestro allowed Assembled to automatically schedule the coaching sessions on the Assembled side

I should be able to see a visual indicator (like a badge or highlight) on the left-hand menu when there is a new or pending item under 'Schedule requests', so I don’t have to click into it to discover there's something waiting.