Workforce Management

Would be nice to analyze Agents re-opened tickets in Assembled to either identify if coaching is needed or if we should start adding reopened tickets into the forecast to capture FTE needs outside of the current FTE scheduled.

The addition of the "solves per scheduled hour" metric (cases solved per scheduled productive hour) to the individual Agent Scorecard in Assembled. Context & Rationale: This metric is currently available in the Team Performance report, but not on the Agent Scorecard. "Solves per scheduled hour" is a key productivity metric for our agents and is important for both agent self-assessment and manager coaching. Having this metric visible on the Agent Scorecard would allow agents to track their own throughput against scheduled hours, not just actual hours worked. This would bring consistency between the Team Performance and Agent Scorecard views and help drive agent engagement with their own performance data. Request: Please add the "solves per scheduled hour" metric to the Agent Scorecard, alongside the existing "solves per actual hour" metric. Ideally, this metric should be visible by default or at least available as an option for agents and managers to select. Impact: Improved agent visibility into their own productivity. Better alignment between team-level and individual-level reporting. Supports coaching, goal-setting, and self-improvement.

I should be able to customize the charts displayed at the top of the page so that, in addition to Adherence, I can also view metrics like Occupancy and Scheduled Utilization. I should also be able to add more charts to this section beyond the current options (Average Handle Time, Average Cases Solved, Average Team Adherence, Agent Average Handle Time).

Would like the Schedule Analytics Report to support intraday reporting capabilities — specifically, the ability to apply a custom time window (e.g., midnight to 8 AM) so they can generate real-time attendance data for specific intervals during the day. Alternatively (or in addition), would like Assembled to support a native attendance metric that is not based on adherence, as adherence doesn’t accurately distinguish between unexcused absences and other forms of non-compliance with the schedule. Adherence doesn’t tell you if someone wasn’t present or if they were just off their schedule — so it’s not a good metric for tracking actual attendance. Impact: Right now, calculating attendance intraday requires substantial manual effort (e.g., ~1.5+ hours per run), and they’ve had to resort to workarounds that still fall short. This is a high-friction, high-priority workflow

I should be able to track Chat Average Handling Time (AHT) based on the agent’s actual interaction time, starting from their first response to a ticket until they either resolve it or make their final reply. This metric should include active response time and applicable wrap-up time, calculated as: Chat AHT = Total Handling Time / Number of Chats Handled

I should be able to see the actual concurrency of agents in Reports.

Description: It would be extremely valuable to include a “Solves per Scheduled Hour” metric in the agent scorecard. This metric would show the number of tickets/cases solved by an agent divided by their total scheduled hours for the selected period. Benefits: Normalizes productivity: Allows for fair comparison between agents with different schedules. -Highlights efficiency: Makes it easier to identify high and low performers, regardless of total hours worked. Supports coaching and staffing: Provides actionable insights for team leads and workforce managers. Complements existing metrics: Adds another dimension to agent performance tracking beyond just total solves or adherence. Example Calculation: > Solves per Scheduled Hour = Total Solves / Total Scheduled Hours Use Cases: Comparing productivity across agents and teams Identifying coaching opportunities Informing scheduling and staffing decisions Request: Please consider adding this metric to the scorecard view, either as a default column or an optional metric that can be enabled.

Please add columns for actual adherence and/or actual staffing to the Forecast vs Actual report. This would allow teams to compare forecasted requirements with what actually happened, making it much easier to diagnose performance gaps and improve future planning. Quickly see if low service levels were due to under-staffing or adherence issues. Provide clear, data-driven explanations to leadership and clients. Reduce manual work by aggregating this data from multiple reports. Value: Enables true side-by-side analysis of forecasted vs actual performance Saves time and increases reporting accuracy

I should be able to download a report of scheduled shifts that includes each agent’s name, date of shift, and start and end times, summarized as one entry per shift (rather than broken down by individual events), with the ability to export a full week of data at once.

Today, solve attribution is based on the originating channel of the ticket (e.g., Email, Chat, Phone), regardless of when the solve actually occurred or what the agent was scheduled to work on at that time. This can lead to inaccurate performance metrics, particularly in environments where agents regularly switch between channels. For instance, if an agent is scheduled for one channel but resolves tickets from another, those solves aren’t aligned with their scheduled productive time. This creates inconsistencies in reports like "solves per scheduled hour per channel". Feature request: Introduce the option to attribute solves based on the time the work was completed relative to the agent’s schedule, rather than just by ticket origin. This would support more accurate reporting and better reflect how agents are actually spending their time.