Workforce Management

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.

Use Case: The customer needs to join data from the activity type endpoint onto activity and event change data for reporting purposes. Currently, past events using deleted activity types appear as null, which affects data readability. Importance: High - This feature would significantly enhance reporting capabilities. Workaround: The customer is attempting to find a workaround, but it is not ideal.

I should be able to use trigger or webhook functionality with the Assembled API to efficiently manage updates.

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.

Currently on platform - we're able to create a time off request via the API. It would be helpful if we were able to bypass creating the request and instead, be able to create the approved request so no approval via the UI would be necessary. This would help streamline our processes in a much more efficient way.

This helps with auditing and troubleshooting

Currently, we have API endpoint that can access agent's state data. Adding the ability to provide webhooks for agents states will increase request response time as well as the number of API requests made to our system.

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.

I would like to be able to pull the days off for the people on my team from the API as individual days, however the API is currently reporting the multi-day time off events as a single event spanning multiple days.