Workforce Management

Have a day-of-week/hourly-based shrinkage instead of the current single shrinkage setting applied to all days and times

When viewing the agent scorecard, the page defaults to the week average for productive adherence. If the mouse hovers over any individual day, the only way to see the week average again is to refresh the page. This has caused inaccurate reporting due to team members not realizing their mouse had passed over this section and the stats were reflecting the day and not the week. It's very intuitive and helpful to be able to point to a day on the graph to be able to see the stats for that day, but ideally once the mouse moves away from that area, the graph would then reflect the week's average again without needing to refresh the page.

I should be able to have chat Handle Time include agent wrap-up time after a conversation ends, so the metric reflects the full amount of time agents spend handling a chat interaction.

As a workforce manager, I would like to get a more granular understanding of how agents are spending their time. It would be great if I could specify something from the ticket to have a better understanding of the tickets being worked on in a given period of time. For example, being able to color code tickets that have a certain tag or field setting in Zendesk so I can see how often and for how long agents are working on those tickets. Another example might be showing tickets that have the "asignee" field as null when an agent starts working on it, that way we can tell if they are working on a new ticket or one that got "escalated" and is now being handled by a different team.

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

We'd love to see a configuration option that changes how manual tracking interacts with live platform integrations (Zendesk, API, etc.) when calculating adherence. Specifically, the behavior we'd expect: When an agent is in a productive state per an API integration → the productive state takes priority over manual tracking for adherence purposes. When an agent is in a non-productive state (no production activity in any integration) and scheduled for a non-productive event → they show as adherent and time is allocated to that non-productive event. When an agent is in a non-productive state and scheduled for a productive event → they show as non-adherent. When an agent is in a productive state and scheduled for a non-productive event → they show as non-adherent, and time is attributed to the productive state The core idea: for teams with live integrations, the integration data should be the source of truth when an agent is actively working. Manual tracking still makes sense as a fallback when no integration exists for a given activity — but it shouldn't be able to silently hurt an agent's adherence score just because they forgot to stop a clock-in. A toggleable setting to flip this priority order would go a long way for teams relying heavily on API integrations.

the only current options are a slack notification to the agent or a channel, it would beneficial for the agent's manager to be able to receive a notification

Problem: When multiple agent states are active simultaneously, adherence uses OR logic if any active state matches a productive mapping, the agent is counted as adherent. This means non-productive states (break, lunch) are effectively ignored whenever a concurrent productive state exists on another platform. For us this occurs with Zendesk UAS and Zendesk platforms respectively. For customers using adherence for performance management, this over credits agents who go away for a break (recorded on Zendesk UAS) but still show a productive state on a connected platform (e.g., a Zendesk session left open during their break crediting them as Online (Tickets) via the Zendesk platform) Desired behavior: The ability to assign priority to agent states so that higher-priority states override lower-priority ones in adherence calculations, rather than using OR logic across all active states. Suggested implementation: A configurable priority value (e.g., 1-5) on each agent state in the state configuration page, consistent with how prioritization works elsewhere in the Assembled UI such as defining.a queue. States at a higher priority tier always override lower-priority states for adherence purposes. Tie-breaking within the same tier would use existing OR logic. This approach is flexible and lets customers define multiple tiers which is robust enough to fit all customer's workflows. By default all states are given a priority of 5 which will result in tie breaking of all states consistent with the experience today. Use case: A customer with agents on Zendesk UAS who take breaks via aux codes recorded in this platform. Today, the aux code (non-productive break) is ignored because Online (Tickets) is still active on the Zendesk platform when the agent walks away from their desk. With state prioritization, the aux code could be configured as Priority 1 and platform states as Priority 2, ensuring break time is correctly reflected in adherence.

While this is an option in Assembled, a key feature is alerts when SLA is breached through the Real Time Overview page. This page is not configured correctly and does not show metrics accurately; therefore, this feature is unusable.