Workforce Management

I should be able to track Chat Average Handling Time (AHT) based on the agent’s actual interaction time, starting from their first response to a ticket until they either resolve it or make their final reply. This metric should include active response time and applicable wrap-up time, calculated as: Chat AHT = Total Handling Time / Number of Chats Handled

I should be able to mass update Amazon IDs for everyone we have in Assembled.

Dashboard-type view targeted to giving Executives a snapshot of Assembled's value. (Instead of needing to look queue by queue or exporting data and creating roll-up views in spreadsheets.) At-a-glance, rolled-up view by queue|channel|site for each: staffing vs. requirements KPIs

Currently, a workaround allows adding an end date to an agent that will move them from Staffable to non-staffable. It would be helpful if this was easily adjustable by either checkbox in the UI or by updating via CSV.

Ability to create queue levels beyond parent and child to capture more complicated workflows with granularity

Currently, Assembled’s schedule permissions allow users to either view all agent schedules or just their own. There’s no way to restrict access so that a role can only view or manage schedule requests for a specific team. This limits flexibility for organizations that want to delegate scheduling responsibilities on a team-by-team basis without granting full visibility across all teams.

Allow for an option to manually push events from Gcal to Assembled

Automatically send out a notification to agents when there's a particularly good opportunity to take time off coming up to 1) encourage agents to take time off and lower burn out and 2) cut costs by encouraging agents to take time off at the optimal time.

Ability to see/filter multiple queue for the Forecast vs Actual report as he team would want to see one line of business aka several queues within that line of business for various metrics