Workforce Management

As an example, the EuRail team uses employee ID for their reporting and it would be very helpful to be able to add employee ID to profiles in Assembled to make reporting easier

I should be able to make custom attributes and filters based on these certain attributes for my agents Example • Shift • Work week (Mon-Fri, Wed-Sun, etc.) • Agent role (Tier 1, Tier 2, etc.)

Summary: Would like to request the addition of SCIM provisioning to enhance user management capabilities. Use Cases: • Onboarding new employees: Automatically provision user accounts and assign appropriate roles based on department or job title. • Offboarding departing employees: Automatically de-provision user accounts to ensure immediate termination of access upon exit. • Role changes: Automatically update user permissions and group memberships when an employee changes roles within the organization.

Having start and dates across the UI for things such as channel or queue assignments would be really helpful for reporting purposes. That way we could go back and view the history of what an individual agent was assigned regardless of what's on their profile today or what they've been scheduled for.

I should be able to control who has access to Schedule Generations from a role perspective

I should be able to restrict access to editing shift patterns based on user roles through the custom permissions module, so that only admin-level users (or designated roles) can make changes, preventing unintended edits by less experienced managers.

This would unlock the ability to: Send adherence alerts to a manager Send time off or schedule change requests to managers

I should be able to see who edited what and when for information in People pages

It is not currently possible to builk edit agents to set their restricted site. This means we need to manually add this in.

Right now when Zendesk users are deleted they have to go and manually delete them from assembled. It would be great to have a way of automatically deleting users in assembled when they have been deleted from the contact platform.