Assembled Workforce Management

Admins want a time-limited audit mode, for example 30 days, that records which websites agents visit when they're on a site that isn't approved. It would show the top unapproved sites by time spent, so admins can add any work sites they're missing to the approved list. About 90% of tracked browser time shows as "Untracked website", which makes the data hard to act on. Today the only label is "Untracked website", so there's no way to tell which work tools are missing from the list. The goal is to tune the configuration, not to monitor agents. Once the list is right, "untracked" can reliably mean non-work time.

We restrict event types to specific sites and teams so agents only see the ones that apply to them. But the Zendesk app's time tracking override dropdown still shows every event type with "Allow agents to choose this event type for time tracking manual override" checked, to all agents. We'd like the Zendesk override list to respect the event type's Site/Team restrictions the same way scheduling and requests do.

Our advisor said it would be a lot easier for them and fellow advisors if there was some way we could build adjust our schedules more in the form of how the schedule is actually laid out in assembled (visually), rather than detailing the flex it in the notes.

It would be great for agents to get a notification from within Salesforce from our app to let them know they have an event starting. It was also suggested that it might even be nice to get a notification in Slack instead.

Currently, there isn't a way for admins/managers to broadcast messages to the team within Assembled. This could be something of use for teams with BPOs. The use case would be to allow admins/team leads/managers to set a message for their team to see via a toast when they login, instead of pinging in internal chat which might get messy/hidden under other messages. This helps especially in companies that work with a wide range of agents across timezones - allowing for easier communication.

In the app in zendesk, we would like to have the option to see the notes of an event on an agents schedule

We would like to be able to send Schedule Change Alerts to Agents when using the Sales Force App. This would reduce the need for agents to bounce from one platform to another.

Currently, Assembled is accessible for agents in the Zendesk app in the top toolbar, the side toolbar, and also in the editor toolbar. It would be nice if admins could enable/disable where Assembled is available in their agent's Zendesk environment.

For the Assembled app for Zendesk, this is not support by having multiple Assembled instances. You will need to choose which Assembled instance should create the API key and that is the only "team"/instance the app will work for. If a customer has multiple business units using both: 1) One Zendesk Instance 2) Multiple Assembled Instances connected to one zendesk Ideally, all Assembled users for that Zendesk instance should be able to use the app

It would be great to be able to restrict aux code access to only specific users in the app.