Assembled Workforce Management

Problem: Customers running BPO/multi-vendor staffing models need to split a single queue's staffing requirements across sites, vendors, and timeframes — natively and reliably, without manual workarounds. Need/ask: A supported, native way to split and track staffing requirements by site within a queue — not just at the aggregate queue level Ability to bulk-split requirements across sites/vendors/timeframes in one action, rather than configuring each split manually Intraday visibility into "required vs. scheduled" broken out by site, throughout the day

The BPO Planner currently has no proactive notifications. When a BPO uploads their staffing commitments, Coinbase has no way of knowing without manually checking the Planner. Similarly, when Coinbase refreshes requirements, BPOs aren't notified and may be working off stale numbers. Request: Add Slack alerts in both directions — notify Coinbase's WFM channel when a BPO uploads new commitments, and notify BPO stakeholders when Coinbase refreshes requirements.

Teams operating with multiple BPO vendors covering shared queues need to distribute forecast volume across vendors by percentage allocation (e.g., 40/60 split), with each vendor only seeing their allocated portion within their specific hours of operation. Current BPO Planning only supports uploading required hours per vendor — it does not support volume distribution. Request: Add the ability to define percentage-based volume distribution across BPO vendors within BPO Planning, with forecast volume distributed according to each vendor's operating hours. Business Impact: Without this, multi-vendor operations cannot use Assembled's BPO planning module for their actual workflow — volume allocation must be calculated and managed manually outside the platform.

Problem When the BPO schedule sync runs, rows fail for users who don't yet have an external platform ID (e.g. NICE ID, Alvaria ID) assigned in Assembled. Admins must manually cross-reference the sync history report and apply the correct ID to each user profile. Proposed Solution When the sync encounters a row with an unrecognised external ID, Assembled should automatically match the record to an existing user profile and apply the ID. Suggested matching logic: Primary: email match Secondary: first name + last name (for cases where BPO and internal emails differ)

When setting a required headcount for BPO teams, currently a csv needs ot uploaded. It would be far easier to be able to assign the headcount directly in the Assembled tool, as well as the ability to edit and copy the numbers. Especially for Large teams wiht 24hr coverage and multiple BPO teams (which leads to a very large file with thousands of rows), if there is a small mistake in the upload file, it needs to be re-uploaded wiht any amendments. It would be far easier to be able to amend in the tool directly.

When uploading a headcount file to the BPO Planning tab, it would be helpful, when reviewing past uploads, to have the original upload file downloadable from the upload history tab. This will help avoid confusion when making any changes, especially for situations where there are multiple BPO teams.

The Ability to manually manipulate a heatmap rather than rely on clunky csv files that need to be constantly updated. Easier would be to click on a time block have an option to edit and simply enter the HC number required for the time.

As a WFM manager, I would like to be able to see the values in BPO Planner aggregated at a daily level, in addition to weekly or monthly.

Request a feature to restrict visibility of scheduling history changes based on the user’s site permissions. This should: Filter scheduling history changes to only display agents within the user’s restricted site hierarchy. Prevent exposure of agent details (e.g., email, name) for agents from unrelated sites.

Monthly invoices generated for each site and automatically reconciled against BPO manager + so that vendor managers can validate against site (BPO) invoices.