Workforce Management

Overview: Ability to restore deactivated users through CSV imports. Current Limitation: At the moment, restoring deactivated users is a manual process that requires an admin to: 1. Navigate to the People page 2. Filter by Deactivated 3. Search for each individual user 4. Manually restore them one by one Proposed Enhancement: Allow admins to include deactivated users in a CSV import and automatically restore them during the import process. This would significantly streamline user management, especially during bulk updates or reactivations. Impact: This enhancement would reduce manual overhead, save time for admins, and improve scalability for teams managing large user bases.

We need a way to “organize teams” or set a “team/org structure” — not just a team filter with the manager’s name as the title — in Assembled. This is being done in our HR tool currently, but BPO agents do not need to be in our HR tool, and we'll eventually remove them. So we need somewhere else to house this information; it makes sense for it to be Assembled since this is where we track all of our teams and agents.

Currently, making a person Staffable from the People page is irreversible. However, since this has so many downstream effects — they show up in the schedule, they could potentially be billed — this seems very un-ergonomic.

We would find the People page more beneficial if Shift Patterns could be included in the People Export and as a filter option. This would enhance our workforce management and reporting capabilities.

Right now, on the People Page and the Staffing Timeline, teams are listed next to an agent's name in alphabetical order. It would be more clear if the list was in order of hierarchy; from direct manager, to manager +, manager ++, manager +++.

As an example, the EuRail team uses employee ID for their reporting and it would be very helpful to be able to add employee ID to profiles in Assembled to make reporting easier

I should be able to make custom attributes and filters based on these certain attributes for my agents Example • Shift • Work week (Mon-Fri, Wed-Sun, etc.) • Agent role (Tier 1, Tier 2, etc.)

Summary: Would like to request the addition of SCIM provisioning to enhance user management capabilities. Use Cases: • Onboarding new employees: Automatically provision user accounts and assign appropriate roles based on department or job title. • Offboarding departing employees: Automatically de-provision user accounts to ensure immediate termination of access upon exit. • Role changes: Automatically update user permissions and group memberships when an employee changes roles within the organization.

Having start and dates across the UI for things such as channel or queue assignments would be really helpful for reporting purposes. That way we could go back and view the history of what an individual agent was assigned regardless of what's on their profile today or what they've been scheduled for.