Workforce Management

I should be able to… Automatically sync BPO Planning allocation data (required, committed, scheduled hours, and adherence) into my data warehouse via the Fivetran connector Access this data at weekly, daily, and hourly intervals Join BPO allocation data with other Assembled datasets (forecasts, actuals, agent stats) Include key dimensions like site, queue, channel, and time interval Eliminate manual CSV exports from the BPO Planner UI

Description of painpoint: Our Real Time Analysts approve time off requests, but we cannot audit who approved which requests via the API. This blocks our ability to build data-driven approval workflows and eventual automation. API limitation = the event_change object does not include a modified_by field, despite time off approvals creating event changes. No relationship exists between activity_id (from /v0/activities) and time_off_request_id (from /v0/time_off/requests). When a time off request is approved and creates activities, we cannot programmatically link them. The Fivetran Assembled connector ( https://fivetran.com/connector-erd/assembled ) exposes these tables separately with no join key. Requested changes: Add modified_by_id field to event_change object (similar to existing pattern in other endpoints) Add time_off_request_id field to activity object OR activity_id field to time_off_request object Consider adding POST endpoints for approving/denying time off requests programmatically

Some external APIs (like Duolingo) don't properly decode URL-encoded path parameters. When Assembled passes email addresses like test_example@duolingo.com , they become test_example%40duolingo.com , causing 404 errors. Proposal: Add a checkbox in Domain Management to disable URL encoding for path parameters: URL-encode path parameters (enabled by default) This would support edge-case APIs while maintaining security best practices by default. Impact: Duolingo currently blocked from using email lookups Potential benefit for other customers with non-standard APIs

update the /activities endpoint to allow for deletion of a layered event via API

I should be able to... Filter Zendesk Voice queue conditions using the call direction field via > source > rel so I can distinguish between inbound and outbound calls (e.g., via > source > rel is exactly "inbound"). Filter queues based on the ticket subject line (e.g., subject contains "Abandoned Call from:") to better manage and route abandoned calls or calls with specific identifiers.

Currently, the GET /v0/event_changes endpoint is read-only and only allows retrieval of event change data. We’d like API support to approve, deny, or delete event change requests programmatically.

Ability to pull metrics on schedule change requests via the API: Who requested the change timestamp of change if the request was approved/denied who approved/denied the request Denial reason

I should be able to easily access a single, authoritative, client-facing reference that clearly defines all adherence and scheduling metrics—including whether they are productive-only, channel-specific, exclude time-off, align with Scorecard or Team Performance, or match API values—so I can confidently build accurate reports and understand metric discrepancies without needing ongoing support. ZD ticket: 28301

Be able to uniquely identify each agent state record in the /v0/agents/state API response using a stable state_id field so I can reliably perform incremental loading without creating duplicate records.

Add a POST endpoint to /v0/requirement_types to allow customers to programmatically create requirement types via API. Currently, requirement types can only be listed (GET) but not created via API, forcing customers to manually create them in the UI at app.assembledhq.com/requirements before they can upload requirement values.