It would be nice if we could support Zendesk's Work Items/Work Item Attributes endpoint to track 'Chats passed on', a metric indicating the number of chats assigned to an agent that were not picked up.

Second, it would also be nice to have an alert system for when an agent switches to an 'Idle' status in Assembled, indicating that the agent has run out of work. This would automate a currently manual process and potentially be of interest to other Assembled users.