Assembled Workforce Management

RTM needs to be able to select multiple sites, queues, or skills in the threshold settings for the Real Time Overview & Real Time Agent Analysis panels in order to create one threshold alert for a group comprised of multiple queues and sites.

Proposal: Enhanced Flex Request Workflow & Customization in Assembled Current Process & Challenge: Currently, we utilize Assembled's standard Time Off workflow to coordinate all advisor Flex requests. Because the default Time Off flow lacks dedicated fields for makeup hours, we ask advisors to manually type their makeup dates and times into the open notes section. Naturally, everyone communicates differently, resulting in 70–80% of RTA processing time being spent deciphering ambiguous notes, clarifying availability, or following up with advisors. The Ask / Proposed Solution: We would love to see greater customization within Assembled to differentiate the Flex request process from standard time off requests and streamline the review process. Ideally, this could look like: Option A (Customization in Time Off Flow): Adding customizable required fields (e.g., drop-down menus for Makeup Date(s) and Makeup Start/End Times) directly into the Time Off request form. Option B (Dedicated Flex Feature): Creating a distinct, built-in "Flex Time" submission workflow tailored for shift adjustments and makeup hours. Business Impact: Streamlined Operations: Removes ambiguity and drastically reduces administrative handle time for RTAs. Clarity for Advisors: Guides advisors with structured inputs so requests are submitted correctly the first time. Improved Queue Accuracy: Ensures makeup hours align with coverage needs and workforce guardrails without delay. Thank you for considering.

Can admins can impersonate a specific user to see what they see when they log in?

Agents can currently see and select ALL time off/event type codes in the request dropdown, including backend/admin codes they should never use (e.g., "No Call No Show," "Late," "VTO," planned absence codes like "P Absence," "U Absence," etc.). This creates significant backend cleanup work for WFM. We'd like to restrict the event types visible to agents in the time off request dropdown - Agents should only see a simplified set of request types not all the internal coding options that WFM uses on the backend. Another solution could be the ability for a supervisor/team lead to submit a time off request on behalf of an agent. Currently, only the agent themselves can submit a request; supervisors can only write directly to the schedule (bypassing the approval queue), which is not acceptable.

When exporting data from the Heatmap report, you can select various metric combinations, but the export only includes "Scheduled vs required" metrics, regardless of the selected metrics from the dropdown. I would expect the export to reflect their chosen metrics, such as "Actual vs scheduled", or any other option available in the UI.

Feature where admins can impersonate a specific user to see what they see when they log in.

Looking for an overall Schedule adherence percent for a given team. Currently schedule adherence will display for each individual advisor within the team. I would like to see the overall schedule adherence for the team.

The existing workaround is not compatible with our operations. Entering an end date impacts csv download, which impact headcount reporting as "End Date" should mean that an employee has been offboarded. If we have an Active Employee with an End Date that creates additional work to verify if the employee is actually still active or if they were not offboarded/deactivated properly. When you click the checkbox and make the profile Staffable, it shouldn't be irreversible. When an employee promotes, for example from Staffable Agent to a Non-Staffable Team Lead or Manager, then we should be able to update the existing profile without needing to manipulate the email in order to create a new user profile that is Non-Staffable.

I would like to run a site level report and have the option to view by the entire site aggregated, individual advisors or teams aggregated.

When viewing approved time off requests for a specific day, then going to pending to view/approve, it defaults to the remainder of the whole year instead of the specific day being reviewed. Is it possible to set the default date to remain on the specific date being reviewed instead of having to adjust the date every time?