Workforce Management

I should be able to export daily agent login and logout timestamps in a report (CSV/Excel) format so that I can support attendance reporting needs for operations and payroll purposes. This report should include the agent's name/ID, the date, their first login time (first productive state), last logout time (last productive state), and total hours worked.

With scheduling rules, there is currently the ability to add an event relative to the timing of another specific event. However, there is a minimum requirement of .10 hours between the two events. It'd be extremely helpful to have an option to add an event directly before or after another event. For instance, we add 15m blocks weekly for our advisors to review their Quality Assurance feedback. However, we don't want these blocks placed randomly throughout their shifts and would prefer to have their QA feedback blocks directly before/after a break or a meeting.

Currently, the Voluntary Time Slots feature displays VTO capacity as the number of agent slots available per time period, but does not provide visibility into the total hours offered for VTO. Teams need to understand the total volume of VTO hours being offered to better analyze capacity planning and labor costs. Currently, the Published Slots view shows: •   Number of VTO slots (capacity) per time period •   Count of approved/pending/denied requests •   Individual slot start and end times We would like the ability to view the ​total calculated hours offered for VTO​ in reporting.

As a support organization, we'd like the ability to automatically communicate queue position and/or estimated wait time information to our customers when their ticket is waiting for an available agent. Use case: When a customer submits a ticket or is placed in a support queue, they should receive real-time updates about: How many people/tickets are ahead of them in line Estimated wait time until their case is handled Their current position in the queue Value: This transparency would help: Set appropriate customer expectations and reduce anxiety Decrease "where is my support?" follow-up inquiries Improve overall customer satisfaction during wait times Reduce ticket abandonment by keeping customers informed Desired solution: Native integration that automatically sends queue position updates to customers via: Email notifications SMS/text messages In-app notifications (if integrated with helpdesk platform) Chatbot/automated responses Customizable update frequency (e.g., every 5 minutes, on status changes, etc.) (This would be especially valuable for phone, chat, and email channels where wait times can vary significantly throughout the day.)

Description of painpoint: Our Real Time Analysts approve time off requests, but we cannot audit who approved which requests via the API. This blocks our ability to build data-driven approval workflows and eventual automation. API limitation = the event_change object does not include a modified_by field, despite time off approvals creating event changes. No relationship exists between activity_id (from /v0/activities) and time_off_request_id (from /v0/time_off/requests). When a time off request is approved and creates activities, we cannot programmatically link them. The Fivetran Assembled connector ( https://fivetran.com/connector-erd/assembled ) exposes these tables separately with no join key. Requested changes: Add modified_by_id field to event_change object (similar to existing pattern in other endpoints) Add time_off_request_id field to activity object OR activity_id field to time_off_request object Consider adding POST endpoints for approving/denying time off requests programmatically

Currently, trigram similarity scores are calculated for chat cases and available via CSV export of QA review data, but they are not visible within the Assembled UI itself. Customers with high chat volumes struggle to access trigram similarity scores because exports are slow and require very narrow filters (single-day date ranges) to complete successfully The trigram similarity score is a primary metric for measuring co-pilot accuracy, especially for chat-focused teams The current CSV export workaround is not sustainable for ongoing monitoring and reporting Add the trigram similarity score as a visible field in the QA Review interface, similar to how other metrics are displayed.

I should be able to run a report that shows how many notifications have been sent, broken down by type, time period, delivery channel, and optionally by user or team. Summary: This feature would give users visibility into notification delivery volume, allowing them to audit communication activity and identify potential issues such as over-notification or alert fatigue. It addresses a current gap where notification triggers are customizable, but the delivery counts themselves aren't tracked in analytics.

When agents manually trade shifts (often to accumulate full weeks of PTO), they cannot request time off in Assembled for the days they actually worked because those days fall outside their original schedule rules. Current Workflow: Agents manually trade shifts (e.g., Agent A works Monday for Agent B, who works Friday for Agent A) Agent A wants to request PTO for the Friday they worked Assembled blocks the PTO request because Friday isn't in Agent A's schedule rules Support team must manually edit schedule rules for every occurrence Customers track these trades outside the system due to this limitation Proposed Solution: Update PTO request validation to check published schedules (what agents actually worked) instead of only schedule rules (what agents were originally scheduled to work).

Hello Assembled Team, I’d like to submit a feature request regarding schedule monitoring. Our team would benefit from an automated notification or alert when staffing for any given schedule drops to only one employee. This would help us proactively manage coverage, prevent single‑coverage situations, and ensure service levels remain consistent. Currently, we rely on manual reviews to identify low‑staffing scenarios, but an automated alert would significantly improve efficiency and reduce the risk of missed gaps. If this type of alert already exists or can be configured in another way, I would appreciate any guidance. Otherwise, please consider this as a request for future development. Thank you for your time and support.

Ability to see shrinkage by agent and total average shrink. Additionally see average totals for the other columns on team performance