Workforce Management

Today, Assembled will include time spent in mapped agent states for occupancy even when an agent is not scheduled to be working. This can lead to skewed metrics when agents are in mapped states during default events (ie. Online Not Zendesk during a lunch break). Occupancy should only calculate during scheduled productive time.

It would be nice if we could pull scheduling data for week in a format that was a bit more generalized and based on agent shift patterns (see image below as an example).

Ability to view the heatmaps for a custom timeframe (specifically for a month's duration) so you could view the average scheduled vs. required staffing and the deficits and plan accordingly

I should be able to see cases solved for the chat channel in the FvA report. This will improve the ability to monitor chat-specific performance within the broader forecast accuracy evaluation.

I should be able to view the daily average by excluding weekends in the Schedule Analytics Report, and this option should be available across other reports as well.

Currently the platform limits data pulls of longer than 3 months. We should be able to pull data of at least a year so we can have a greater understanding of our team's performance

Small variations in throughput (e.g., 0.05 vs. 0.06) can significantly impact calculations during ad hoc analysis where managers are rolling this up to a daily view to compare to the current state method of looking at throughput

We need to be able to report on the Average Chat Concurrency at the interval level. I would love to see this in the line chart at the top of the Team Performance table for Chat Channels, and on the Agent Scorecard for agents who are assigned to chat channels.

Would be great if agents could make schedule change requests directly from their scorecard to streamline workflows.

I would like to customize/control what metrics we allow the agents to see in their own Scorecard.