Workforce Management

I should be able to track Chat Average Handling Time (AHT) based on the agent’s actual interaction time, starting from their first response to a ticket until they either resolve it or make their final reply. This metric should include active response time and applicable wrap-up time, calculated as: Chat AHT = Total Handling Time / Number of Chats Handled

I should be able to access a report that quantifies the number of schedule edits made by team leads or coaches within their respective team schedules.

Would you consider adding a team-level filter to the Agent Scorecard? A dropdown to select an entire team would make it much easier for Team Leads to review group performance without needing to check each agent one by one.

Dashboard-type view targeted to giving Executives a snapshot of Assembled's value. (Instead of needing to look queue by queue or exporting data and creating roll-up views in spreadsheets.) At-a-glance, rolled-up view by queue|channel|site for each: staffing vs. requirements KPIs

Ability to export data in an aggregated format (by day) AND agent-based. Right now, you can only choose one or the other.

Ability to see/filter multiple queue for the Forecast vs Actual report as he team would want to see one line of business aka several queues within that line of business for various metrics

When looking at the Trends report, seeing Sunday thru Saturday as 0 makes the averages appear lower than they are for Monday through Friday, the days we are actually interacting with customers. We would like to be able to exclude those 0s to have a more accurate representation of the average work day. It could be even better to provide a weight to metrics like service level based on the actual ticket volume of the day, so it would be clear when especially slow or busy days are impacting metrics like service level. Customer quote: "Ideally, I'd like to see the average service level weighted by the number of contacts for each day instead of a straight average that way 0s or low volume days will never skew the overall average.[...] Excluding closures or 0s would be a big help. This goes for the Forecasted vs actual report as well."

Set a schedule to export any report to different file types (Excel, CSV, Google Docs, etc)