Allow real-time analysts to change agents’ channel assignments in Assembled and have those changes applied in Gladly.

Today, moving an agent between channels requires the real-time analyst to contact a team leader, who then asks the agent to switch. If the agent is handling a call or another interaction, the team leader may not be able to reach them immediately, adding delays to the process.

For example, when one channel needs more coverage, the analyst can identify the need but still has to coordinate the change through the team leader and agent.

Being able to make the change directly from Assembled would reduce these handoffs and help teams respond more quickly to changing volume and service levels.