For teams using Gladly, channel-specific adherence and alerting in Assembled currently requires creating separate agent states per channel (e.g., Voice Available, Email Available). This isn’t ideal, as agents may forget to switch states—even when they’re actively working in the correct channel—which results in incorrect out-of-adherence flags.

Gladly already provides channel selection and agent availability in its Agent States payload. The request is for Assembled to use this payload to determine channel-specific availability directly, so teams can get accurate adherence and alerting without needing unique agent states for each channel.