Assembled Workforce Management

Description: Currently, the columns displayed on the Real-Time Agent Analysis page are fixed and cannot be rearranged, added, or removed. Customers want the ability to customize this view by pinning contextual agent attributes, such as Team or Queue, as static columns in the table. Customer pain point: Supervisors monitoring agents in real time need quick, at-a-glance visibility into which team or queue an agent belongs to, without having to click into individual agent popovers or rely on the Group By dropdown to restructure the entire view. The current workarounds (grouping, filtering, or opening the agent info popover) require extra steps and don't provide the persistent, scannable layout that operations teams need during live monitoring. Requested capability: Allow users to customize the columns shown in the Real-Time Agent Analysis table, including the ability to: Add static columns for agent attributes such as Team, Queue, Site, and Channel Rearrange column order to match their monitoring workflows Remove columns that aren't relevant to their use case Why this matters: Real-time monitoring is a time-sensitive task. When a supervisor is managing a live queue, every extra click adds friction. Having team and queue information surfaced as persistent columns would significantly reduce the cognitive load of real-time workforce management and make the page more actionable for large or multi-team support operations. Workarounds available today (but insufficient): Group By Team or Queue (restructures the view but doesn't add a column) Filter by Team or Queue (narrows results but doesn't add context as a column) Agent info popover (requires clicking each agent individually)

Introduce a feature that tracks and reports the total time out of adherence within a custom-defined timeframe. This report should help identify agents or teams that consistently breach adherence policies.

Ability to filter the Reatime overview page by team in order to enable Managers to isolate their team's cases.

Realtime dashboard should have the time spent on current ticket. It has the current ticket, and time left in current scheduled state, but having the real-time on that current ticket would be extremely helpful.

While using the real-time agent analysis and adherence pages, I noticed a few improvements that would make scheduling and real-time monitoring much more efficient: Show the agent’s next scheduled event: On the real-time status page, it would be extremely helpful to see the agent’s upcoming scheduled event (e.g., next break, next channel switch). If an agent goes out of adherence 2–3 minutes before a break, it’s not a big concern, but knowing their next event gives better context for whether follow-up is needed. Display adherence indicators on the staffing timeline: As a scheduler, most of my work happens on the staffing timeline. It would be great to see which agents are currently out of adherence directly in this view. Ideally, if an agent messages me back about adherence, I could adjust their schedule right there without switching windows. Ability to message agents from the staffing timeline A way to send messages to agents (via Slack or similar integration) directly from the staffing timeline would make communication faster and reduce context switching. Count of agents out of adherence on the real-time dashboard A visible count of how many agents are currently out of adherence would be extremely helpful for quick decision-making. Upcoming break count and notifications It would be valuable to see a total count of upcoming breaks within the next X hours. This would allow proactive communication, such as sending reminders like “Your break is coming up soon.” Overall, these enhancements would streamline real-time adherence monitoring, reduce window-switching, and make scheduling adjustments and communication faster and easier.

Currently, agent states are refreshed and checked against thresholds every 30 seconds, and queue KPIs are refreshed and checked against thresholds every minute. It would be nice to be able to configure these independently of each other, up to a certain limit. For example, setting agent threshold checks to every minute or 2, and setting queues to 3 to 5 minutes based on operational tolerance.

It would be helpful to have a way to view agent states in aggregate to better understand how much time agents spend in specific states across a team or time period. For example, being able to easily see: Total time spent in each state (e.g., Break, Lunch, Project Time, Training, chrome extension website tracking) Distribution of time across states for a team Trends over time (daily/weekly) Today this analysis typically requires exporting data and building pivot tables, so having a native, in-product view that aggregates time spent per state would make it much easier for teams to quickly analyze agent behavior and operational patterns.

When configuring queue specific thresholds, it would be nice to be able to set thresholds that are relative to the forecast for the queue or queues you are configuring. Examples: [channel/queue] reaches the Danger threshold when Unit of work volume is [greater than, less than, greater than or lesser than] x% of forecast. [channel/queue] reaches the Warning threshold when Average handle time per unit of work is [greater than, less than, greater than or lesser than] x% of forecast. Ideally this would also be configurable with the standard lookback windows that Assembled already offers. This would allow thresholds & notifications for things such as "AHT has risen 10% over forecast in the past hour" or "Volume has risen 25% over forecast in the past 30 minutes"

It would be very useful to have the option to exclude certain certain states from adherence thresholds. For example: Alert if out of adherence more than 10 minutes UNLESS they are using the "HR Accommodation" status. It's especially important now that Slack notifications are available, since this could potentially expose sensitive employee information (like having a medical accommodation)

Managers want the ability to select multiple agent states simultaneously when filtering in Realtime Analysis (e.g., monitoring "Lunch Break," "Training," and "Non-Productive" at once). This would allow teams to combine state filtering with other filters like Channel, Queue, and Team for more targeted, real-time monitoring views.