Workforce Management

Provide the option to modify the default message sent to agents in out-of-adherence Slack notifications

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

Add an intelligent volume anomaly detection feature that alerts teams when significant deviations from historical patterns occur, allowing for quicker response to unexpected volume spikes or drops. This feature would automatically alert teams when contact volume significantly deviates from expected patterns. Unlike Assembled's current capabilities which primarily compare actual volume to forecasts

Add the ability to configure thresholds using "less than" comparisons alongside a specific time period (lookback window). This enhancement will allow customers to detect the absence of activity in a queue over a defined time period, helping identify potential routing issues, system problems, or unusual drops in volume.

Requesting the ability to configure real-time alerts when an agent spends too much time on a single ticket. The goal is to flag potential blockers or high-effort cases early, enabling team leads (TLs) to intervene as needed. Requested Functionality: Ability to set a handle time threshold for individual tickets (e.g., 30 minutes, 1 hour) Trigger an alert when that threshold is exceeded Alert should be configurable to route to: a designated Slack channel, a specific TL or manager, or optionally the agent themselves

It would be valuable for us if we were able to specify which user to notify if an agent is out of adherence. Currently, we're able to notify a channel or the user that is out of adherence, but being able to specify the exact user we notify in this case would allow our leads to have a better idea of how their teams were performing.

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

In order to better facilitate productive activity during training blocks and special projects, it would be beneficial to enhance the use of the event comments and potentially expand the notifications functionality One enhancement could be to better highlighting the events for end user agents when comments are added to the event. They can currently view if they select the event, but would we be able to update it so comments are visible if an end user hovers over the event instead utilizing a pop-up? An additional enhancement would be to add a notification that can be utilized to provide comment update information for events. An alternative would be the ability to include which event was updated (including comments) using the current notification that exists for event updates.

Assembled's new Slack notifications functionality for schedule changes & realtime overview is really great! It would be helpful to have a similar integration for Microsoft Teams in order to leverage these features.