Make bulk changes to agent states or scheduled events in Assembled. Specifically, when we experience spikes in contact volume, our Real-Time Analysts (RTA) need to quickly review and adjust planned offline activities (such as meetings, trainings, or breaks) for multiple agents. Being able to filter by specific states and/or a defined period (single or multiple days), and then edit or delete these sessions all at once, would greatly improve our operational efficiency.

Use Case:

Filter for all “Offline” or “Meeting” events for a group of agents over a selected date range.

Select all matching events and either delete, shorten, or reschedule them in bulk.

This would allow us to rapidly respond to real-time changes in demand without having to manually edit each event one by one.

Benefits:

Saves significant time for RTAs and workforce managers.

Reduces manual errors and ensures faster response to volume spikes.

Improves agent scheduling flexibility and adherence.

Current Workarounds:

Manual, one-by-one edits in the UI (time-consuming).

API scripting (requires technical resources, not accessible to all users).

Request:

Please consider adding a bulk edit/delete feature for agent states and events, with filtering by state, agent, and date range, to the Assembled platform.