Workforce Management

When Schedule Analytics is exported for a multi-day range, all daily data for each agent is summarized into a single row. In order to track trends over time, breaking out each day's data for each agent into its own row would be preferred.

As a user, I want to choose a selection of schedule change types when exporting from the staffing page Details: It can be difficult to export this data for analysis due to the sheer number of schedule changes that occur As a user, I want to only select the types of schedule changes I care about (in this example: event change requests, direct event editing, and time off approvals) so that I can easily export data over a wide time interval for easy analysis (ie, multiple weeks or multiple months)

🕐 Timeline Format Challenges The current format requires multiple columns for each interval, and the timestamp formatting is very specific. For example, if you want to schedule events at 5-minute intervals, the entire CSV needs to include columns for every 5-minute slot in the day. It would be helpful to either allow timezone selection/input during upload or infer timezone automatically. 📄 Missing Import Template Unlike other CSV imports in Assembled, there's no downloadable template for schedule uploads. Right now, the only way to get the format right is to export an existing schedule. A downloadable template link in the upload modal would save time and reduce errors. 🔁 Format Standardization The list export format (one row per event) would be much easier to work with as an input format. This would allow users to define exact start and stop times without needing hundreds of columns. For example, uploading a 9-hour shift with a break currently requires 108 columns if using 5-minute intervals. With a list format, that could be just 2–3 rows. 🧩 Agent ID Reference Issues The current import requires agent IDs that are only available in schedule page or agent scorecard URLs. These IDs don’t match the ones found in the people export and aren’t accessible through any export. Suggestion: Use the imported_id from the people import (like the BPO schedule sync does), which would make matching much simpler.

Currently, when exporting excluded ticket data from the Queue configuration page, the maximum time range you can select is 24 hours (options are 1 hour, 8 hours, or 24 hours). For longer periods, users must run multiple exports and manually combine the results, which can be time-consuming and error-prone. It would be helpful to allow exports over longer time ranges (e.g., a full week or month) to simplify reporting and reduce manual work.

It would help to have the Salesforce case number listed with the tickets for the different exports. That way they don't have to look it up using the ticket ID.

Customers need the ability to audit historical Conversations uploads, including: Was the upload successful? Who uploaded it? When was it uploaded? Customers also need to be able to see, download, and remove a file after it has been uploaded.

When exporting data from the Heatmap report, you can select various metric combinations, but the export only includes "Scheduled vs required" metrics, regardless of the selected metrics from the dropdown. I would expect the export to reflect their chosen metrics, such as "Actual vs scheduled", or any other option available in the UI.

When I export a list of tickets from the Queues and Exclusions page, the export should come equipped with the tags on the tickets as well. Currently it looks like the export only includes the following:

Currently, you can view a single day in the Forecasted vs actuals report. You cannot, however, export a single day. The export will force you to select 30min or hourly intervals. It would be good to be able to export data for that single day, rolled up to the day.