Workforce Management

Focus Time is Gladly's version of extended wrap-up work and agents often use it when they need time to wrap up a conversation or "focus" on a conversation. Currently, agents will use Focus time to prevent conversations from being routed to them in order to finish up a current ticket. That said, we'd like to track how long/how often Focus time is being used, and Assembled is not pulling in the agent state of "Focus" when agents go into Focus time in any channel. Our Gladly CSM mentioned Focus time would be pulled from the Events API.

With either the GET or PATCH endpoint for the Conversations API, our event consumer code could remain stateless. We would like to either selectively update the necessary fields, or retrieve the current state, merge in the changes, and POST back the updates. But with only the POST, our event consumer code needs to maintain state across events, which adds a lot of unnecessary complexity to the solution.

Having an Airtable integration native to Assembled would be immensely helpful. Getting data from Assembled into Airtable now requires a recurring manual process which is time consuming. Being able to have Agent data synced would be a dream!

There are instances where tasks will be used in Gladly to prioritize work for specific inboxes. At this time, we do not have visibility into task data in Assembled to see when tasks are opened or closed. This would be helpful as it would be additional data that could impact our forecasts, especially for specific inboxes that utilize tasks in their workflow.

The Requirements Endpoint should be able to give information about Assembled generated requirements, not only the requirements uploaded by the user

A report where you can see all the adherence timelines (like in agent scorecard) as rows of agents to compare the adherence of people at the same time. This would also be helpful throughout the day to see if there are trends of people out of adherence, or to quickly scan through the adherence of a team for the day to see if there are people in the wrong AUX code or having other issues.

I would like to see our Assembled API rate usage, this can manifest as something in the UI or rate limit headers via the API

It would be nice for there to be an option which would allow the API to include zero values for agent metrics on days they did not work, instead of omitting these fields. This will improve data accuracy and simplify reporting processes. Currently, missing metrics are omitted, leading to potential data misinterpretation. Including zero values will provide a clearer picture of agent activity and reduce the need for additional data validation.

It would be nice to have an audit trail for the API where we can see if/which values have changed or if entries have been removed. Use case: We've seen a few cases where an agent that is not scheduled or working shows values on the API - those values when pulled on a later date no longer show. Having an audit trail to see those cases would be useful for our reporting needs and also for the support team's triaging.