Assembled Workforce Management

The existing implementation for rule assignment is highly effective in most scenarios, but presents some issues at-scale. We currently have a global break rule that ensures agents receive two 15-minute breaks per day, with minimal guardrails to allow the system to optimize those events based on requirements. We assign this rule using a Skill filter, and in our environment, Skill represents LOB. So, we assign Skill: “US Support Phone” to the global break rule, and the system will ensure all 300 agents in that LOB will have their necessary breaks. However, if we are then informed that 5 of those 300 agents have special accommodations and have to have breaks scheduled at specific times or windows, there is not an easily manageable way to implement & maintain those changes regularly. In the current environment, we can create new Event Rules for the specific breaks that are needed for each agent, but then we would then have to remove the Skill: “US Support Phone” from the global break rule, otherwise those 5 agents will end up with extra breaks. Because we’ve removed the skill filter, now we have to manually apply that rule to the 295 agents that do not have accommodations. Then, if we receive notification a few weeks later that additional agents have accommodations, we must then go back into the global rule and unassign the additional agents as necessary. This also means that new hires and department changes will not automatically captured by the Scheduling Rules, because we must rely on individual assignment instead of Filter Asignment. That creates additional steps for schedulers to ensure appropriate schedules are generated for their teams. It would be beneficial to have a better way to handle accommodations or requirements that deviate from the norm.

Ability to configure the Manager role to edit only the “Assign” section of Scheduling rules, with no access to other sections. This would enable large customers to leverage BPO schedulers to manage scheduling rules as they change, while having confidence no other accidental incorrect changes would be made - only agent assignments.

We have agents that are available to work at any time during the day, and these agents help us cover staffing gaps. However, we have their availability listed in an excel sheet and it's time consuming to be changing from Excel to Assembled. Many tools have a section where you can let the system know the number of hours an agent can work as well as the time frames. When generating, the system schedules the number of hours at the needed times (basing on forecast).

Currently, Assembled supports agent-initiated shift swap requests on published schedules, which require a two-step approval workflow. However, managers have no equivalent tool to directly swap two agents' shifts on a live schedule. Once a schedule is published, managers who need to quickly exchange two agents' shifts must resort to manual edits or copying and pasting schedule blocks — a time-consuming and error-prone process. What we're asking for: A "swap shifts" action available to managers directly on a published schedule, allowing them to select two agents' shifts and exchange them in a single interaction — without requiring an agent-initiated request or multi-step approval flow. This is primarily an efficiency and usability improvement for managers making last-minute or day-of schedule adjustments on live schedules.

We currently have teams that rotate their in-office days, and coordinate lunches when their agents are on-site. However, there is not an easy way to manage this within the existing Event Rules configuration. Example: Team A goes into the office every Tuesday, and would like their Tuesday Lunches to be scheduled at 11:00 AM so the team can go together. However, the rest of the week should be optimized and variable based on forecasted requirements. Today, we have to create two separate lunch Event Rules, one for Tuesday and one for the rest of the week. It would be great if we could consolidate this functionality into a single rule, and have the option to set the Timing Conditions per DoW selected (when individual days are selected), or have all selected days follow the same Timing rules.

Overtime in Assembled is currently limited to a headcount-per-slot model tied to specific time windows. This requires managers to predefine exact hourly slots and capacities, which is restrictive for teams that want flexible, first-come-first-served overtime based on total hours available per day. Use Case Managers want to offer a fixed number of overtime hours per day (e.g., 20 hours total), allowing agents to claim any combination of hours: Example: 5 agents take 2 hours each (10 hours), 3 agents take 3 hours each (9 hours), leaving 1 hour remaining. Once the 20-hour daily cap is reached, overtime sign-ups automatically close for that day

For agents who work daily shifts of non-contiguous blocks

Add the ability to have events created by running an optimization have a description applied to the events created by each rule in an optimization. For example, you use an optimization to create a training, it would be great to also add a text description of "yearly training x" to events when you run the optimization. You might change the text too, so you can have everyone getting their "training" events, but the event will also list what training the end-user should do in that time.

I should be able to filter on agents who are not in a certain queue, team, have a certain skill, etc