Workforce Management

Right now, only out of adherence and schedule change alerts can be sent to agents via Slack DM. Other alerts - like agent state duration thresholds - can only be sent to public channels, which makes them easy to miss for an individual agent and creates unnecessary noise for those agents or leaders not impacted. Specifically, we would like to notify an agent staying too long in a state such as “wrap up” or “meal.” Direct messages would make these notifications more actionable, improve agent accountability, and reduce clutter in team channels. We'd love to see more flexibility in what thresholds can be set up for notification and routed via DM.

Some team members want to be "on call" for OT. Would be helpful to have VTO feed to a Slack channel so those team members can follow along for VTO notifications w/o having to log into Assembled directly.

It would be extremely valuable to allow Adherence Slack Alerts to be scoped by individual user or by user role. Currently, alerts can only be scoped by team (with the most recently created team taking precedence in the staffing view, which can be confusing), queue (which is not used by all customers), site (to which a user can only belong to one), or channel (which is often too broad). Introducing more granular scoping options—such as by user or role—would enable alerts to be targeted only to those who need them, reducing unnecessary notifications and helping to prevent alert fatigue across the team.

Implement alerts when the percentage of agents scheduled for productive events falls below a configurable threshold (e.g., 20%) for specific days, teams, or channels. This would help managers identify understaffing situations in advance, allowing them to take proactive measures to adjust schedules and maintain appropriate service levels.

Request to select both delivery methods (Slack DM and Slack channel) for the same threshold-based notification.

Adherence and schedule change notifications via Google Chat.

I should be able to report on how many times a breach occurs and how many warnings are sent when threshold notifications are activated.

Time off request notifications are sent to every member of our management team. It would be great if we could limit time off request notifications to the manager associated with the team that the agent belongs to.

Slack notifications (N business days in advance) when staffing coverage for a specific channel is less than XX%

Add threshold sending Slack notification when the number of available agents is below a certain amount.