Workforce Management

Currently our team uses a lot of external web based apps and tools to do their work. We've had to change our adherence to use Zendesk Dashboard and Online(Not Zendesk) to be a productive state. This is a risk since there are few instances that are no longer detracting from adherence. I would love to see a way for customization to say these urls are in adherence and all others are not for increased adherence accuracy.

When agents start their day with default events (like team meetings, followups, admin/personal time) before logging into a live queue, they’re often marked out of adherence since no platform activity is detected. We’d love to have agents be able to simply log into Assembled at the start of their shift, and have that be the action that triggers their "sign-on" for the day, regardless of the starting event type. This would improve early-day adherence accuracy, reduce manual workarounds, and simplify rollout.

Actual adherence not populating for Phone LOBs.

When an agent is out of Adherence, have an alert notification pop up notifying them that they are out of Adherence.

Given that Zendesk UAS data should be using the Zendesk Agent State API, can we create a logic that can be put in place to refresh what status is being read once a shift has started?

I should be able to choose which channel my adherence and other metrics contribute to when I work an omnichannel event

I should be able to view total Hours Out of Adherence (OOA) and the percentage of time OOA in the scorecard and team performance report, rather than only seeing it per user per day.

It would be helpful to have a report that allows us to export only the out-of-adherence periods to a spreadsheet. This would support coaching and development efforts by providing targeted insights.

Enable the ability to track the "Out of schedule adherence duration" for an agent, including both productive and non-productive events, rather than just the currently scheduled productive event. This would help customers better manage schedule adherence.

Currently, if an agent calls in sick after working only the first 15 minutes of their shift with poor adherence during that time, it is treated equivalent to if they had worked an entire shift.