Workforce Management

Right now, the staffing timeline only supports searching for a single agent by name. It would be super helpful to have the ability to filter for multiple agents by name at once. There are many scenarios where a client team needs to focus on a specific subset of agents across different teams or groups, and the existing filters don't always allow for that level of granularity. A multi-agent name filter would streamline workflows and improve usability for team leads and workforce planners.

Ability to filter the staffing timeline by shift time (e.g., "show me everyone working 9 - 5, or show me all my nightshift agents"

We were advised that Agents need to fill in both the Total Hours and Time Off Balance Used fields when submitting time off requests. If these are left blank, the Schedule Analytics report won't reflect the vacation hours correctly. We could require everyone to fill out those fields needed before they submit to avoid the reporting issues.

We’d love to be able to use the Google integration to allow leads or managers to directly add team meetings to agent schedules. However, we don’t want agents to have the same level of access, as this could be abused (e.g., agents adding their own meetings or blocking off time without oversight). Request: Add permission controls to the Google integration. Only allow users with a certain role (e.g., lead, manager) to create or sync calendar events to agent schedules. Prevent agents from initiating meeting additions through the integration. This would give us the flexibility to use the integration for team coordination while maintaining schedule integrity.

I'd love the ability to change the forecasting model to allow a more autonomous approach to handling staffing, without having to go back to Assembled staff.

Dear Assembled Product Team, I hope this message finds you well. I am writing to propose several enhancements to the Team Performance Report in Assembled that would significantly improve our ability to monitor and analyze our team's performance over time. Current Limitations: Lack of Comprehensive Team Performance Snapshot: The existing report provides data limited to the selected date range, making it challenging to assess overall team performance trends. Absence of Aggregate Metrics: Metrics such as Productive Adherence, Solved per Hour, and Customer Satisfaction Score (CSAT) are only available at the individual agent level, hindering a holistic view of team performance. Requested Enhancements: Team-Level Productive Adherence Metrics: Feature: Introduce a team-wide average for Productive Adherence, with the ability to view daily, weekly, and monthly results. Benefit: This would enable us to track adherence trends over extended periods, such as the past 6-12 months, facilitating better resource planning and performance evaluation. Aggregate Solved per Hour Metrics: Feature: Provide the average number of cases solved per hour for the entire team, in addition to individual agent metrics. Benefit: This would offer insights into overall team productivity and help identify periods of high or low efficiency. Team-Wide CSAT Scores: Feature: Display the average CSAT score for the entire team alongside individual scores. Benefit: A consolidated CSAT metric would allow us to gauge overall customer satisfaction and implement team-wide improvements where necessary. Enhanced Data Visualization: Feature: Incorporate weekly and monthly graphical representations of key performance indicators, enabling easy comparison across different time periods. Benefit: Visual trends would facilitate quicker identification of performance patterns and support data-driven decision-making. Supporting Information: I have noted that similar requests have been made by other users, indicating a broader need for these features. For instance, a feature request titled "Cumulative Productive Adherence Report for Team Members" highlights the desire for a cumulative view of adherence across all channels, rather than segmented by individual channels. Assembled Feedback Implementing these enhancements would provide a more comprehensive and actionable overview of team performance, aligning with Assembled's commitment to delivering robust and user-centric reporting tools. Thank you for considering these suggestions. I look forward to the possibility of these features being incorporated into future updates. Best regards, Krystian

Ability to set max days/hours per year that can be auto approved or requested

Feature where admins can impersonate a specific user to see what they see when they log in.

Currently, agents can submit time off requests by selecting either a full day or specifying a custom start and end time for that day. We’d like to update this so that agents are required to enter a start and end time, rather than having the option to choose between the two.