Workforce Management

It would be helpful to view idle time as a distinct metric in Assembled reports. While related metrics like occupied time, available time, and scheduled time are already available, there isn’t currently a way to measure or filter idle time directly. Value: Having idle time as its own metric would make it easier to analyze agent productivity and better understand where time is being spent across teams, queues, channels, and other dimensions.

Summary: Right now, SLA timers start when a conversation is created in Intercom, even if a bot or AI is handling the first response. This makes SLA results look worse than they are. Request: Add an option for SLA timers to start when the conversation is assigned to a human agent, and end when the agent sends their first reply.

Current Behavior: When approving or denying a schedule change, the staffing timeline only provides a visual preview of how the change would look. However, it does not display the exact start and end times of either the originally scheduled event or the requested schedule change. The only place to view precise timing is on the main schedule request page, requiring extra navigation. Proposed Enhancement: Include the start and end times of each event directly within the staffing timeline view when reviewing a schedule change. This would allow approvers to quickly compare the originally scheduled event against the requested change without needing to click back into the details sheet. User Benefits: • Improved Decision Making: Quickly assess duration and verify activity type with exact times. • Reduced Click-Through: Access all relevant details in one place, minimizing navigation.

Ability to use the "auto populate" function for just VTO or Extra Work on the Voluntary Work feature rather than auto-populating both on the same day

It would be a time saver if Assembled were integrated with Bamboo to remove double handling

Under roles and permissions, you can limit a role's schedule view edit access to 1) none, 2) their schedule only, or 3) everyone's schedules. We'd like our agents to be able to view only their teammate's schedules. One use case, is that we want them to be able to check if their teammates' have taken PTO before they request PTO.

We've migrated our BPO partners from their IEX to using Assembled. We opted not to use the BPO Specific integration capability of Assembled since we want to fully utilize the forecasting capability of Assembled. Also the integration is a one way street, only feeding the schedules from IEX into Assembled not the other way around. Our BPO's WFM Team is requesting for a feature that allows them to schedule an automated schedule export that they could designate where they want to receive (either thru email or a shared folder) then use the information in the exported file to upload the agents schedule into their IEX for payroll purposes.

Requesting to add a new metric for the Team Performance and Agent Scorecard reports. Attendance % is calculated as Actual Hours Worked (total) / Scheduled Hours (total). Both of which are already displayed on the Team Performance report.

Requesting to add these data points into the Real-time Overview Monitor. These data points are show in the Intercom Inbox Dashboard and having these in Assembled would just be a better real-time management experience for our support teams.

The ability to export all time off requests would really help with our audit process.