Workforce Management

It would be helpful for scheduling purposes to have a metric that shows actual time worked vs scheduled. For example: if a rep is scheduled for 4 hours on phones and only talks on the phone for 1 hour, that would be a 25% utilization rate.

Version control for agent schedules and audit logs of changes with modifier, date and time stamps - this will help when looking back and diagnosing causes of SLA failure. ie. were there unplanned absences?

Use case 1 : A customer needs to select multiple sites or queues at once for scheduling. Use case 2: It would be great to be able to multi-select queues to see staffing requirements for X queue + X queue vs. just a single queue at a time

Adding in the ability to select multiple values in a given filter, and also exclude certain values.

Get a notification from Assembled/Slack when your scheduled event changes. Some customers shift people around across channels when things get busy. What this means is that they'll change agents' events, and agents might not notice it.

Right now the default is 'Required minus blank' which isn't useful. Suggestion: 'Actual minus Required'

Currently the main way to do this is via repeating Templates and Google Calendar events but those options can introduce conflicts in scheduling. I would like ot be able to schedule a recurring event directly.

Approved + denied requests exported in CSV. Would also include date, time, + agent name.

Create a calendar view with all the approved time off requests visible so team leadership can see all upcoming time off in one view.

Create a bulk endpoint for the /agents/state endpoint so we can update tens or hundreds of agents at a time (like /conversations)