Workforce Management

Alvaria today needs some extra configuration to be able to send a CSV to a SFTP server. Alvaria allows you to configure these as destinations for autorun reports in the front end. That would mean a regular admin could set up the entire pipeline for sending schedules across to Assembled. As it stands, you'd need someone to build a service to ship the exported CSV files from wherever they are exporting to the SFTP, as there's no export to SFTP option directly within Alvaria

Request a feature to restrict visibility of scheduling history changes based on the user’s site permissions. This should: Filter scheduling history changes to only display agents within the user’s restricted site hierarchy. Prevent exposure of agent details (e.g., email, name) for agents from unrelated sites.

Implement a notification system to alert users when changes are made to schedule offsets in vendor management. This will enhance transparency and allow users to verify and adjust settings promptly.

Request to set thresholds on Required vs Committed/Scheduled hours in the BPO Planner. For example, I want to visually see if a BPO is meeting my requirements where maybe they can commit/schedule up to 105% against the Required number (rather than displaying only a net value)

Allow the preservation of previously integrated BPO schedules. The new sync should not be able to update schedules synced in the past. You should be able to set a threshold, say a week, and the new sync cannot alter anything past a week. The goal is to preserve what BPOs sent before and prevent any alterations without informing the WFM team.

We pay our BPO vendors for the actual productive hours they work, not just the productive hours in adherence. It would be helpful to show this in the BPO platform (with actual productive hours correctly broken out by channel) so that we can more easily manage our staffing and billing processes.

Ability to allocate volume in Assembled to different BPOs

Allow daily as an option to upload for vendor allocations

Overtime & non-productive hours requirements functionality in BPO Manager.