Workforce Management

The current workarounds for viewing total volume across multiple channels require manually pulling and summing data outside of Assembled, which is both inefficient and prone to error. A feature that would completely solve this pain point would be the ability to combine multiple channels within the Support Volume report to view a holistic total. This functionality should also extend to the Forecast tab, allowing users to generate a single, accurate forecast based on the combined historical data. Having a unified view from historical analysis through to forecasting would be a huge improvement to team efficiency and accuracy. Our team would be very excited to see this added to the product roadmap!

Having the ability to view scorecards report for only agents who were scheduled for a particular day would make the auditing process a lot quicker

Show actual total state times in the agent scorecard for comparison with the scheduled state time

It would be great if we could exclude specific dates from trend and performance analytics in order to improve the accuracy of averages. Currently, holidays or one-off anomalies (e.g. Memorial Day closures) can significantly skew metrics like contact volume trends and adherence averages. While forecast models support outlier exclusions, there is no equivalent functionality for actuals or historical reporting. This leads to incorrect conclusions (e.g. Monday appearing as the lowest-volume day) and forces manual workarounds outside of Assembled. We’d benefit from the ability to remove or flag specific dates for exclusion from calculations in analytics views.

Add per-agent email FCR to Agent Scorecard with daily grouping and standard filters. Display alongside Cases Solved, Utilization, and Adherence. Use the contact platform’s FCR definition.

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

Currently, we only can see that level of detail one agent at a time. This impacts our ability to see trends and larger picture.

As a customer, I want to see a metric called “Total Productive Hours – All Channels” in the Team Performance report. Current Behavior: At present, productive hours are only displayed at the channel level. This creates challenges when certain agent states are mapped to multiple channels, as the same time is counted more than once. Because of this double counting, simply summing the channel-level productive hours does not reflect the true total productive time worked. Example: If an agent works: 20 hours in a state productive for Phone and Email, and 20 hours in a state productive for Chat, the report currently shows: Phone: 20 hours Email: 20 hours Chat: 20 hours However, the actual total productive time is 40 hours, not 60. Workaround: To estimate total productive hours across all channels, customers currently need to multiply: Total Hours Worked (All Channels) × Actual Productive Hours % Desired Outcome: Include a single, non-duplicated metric for Total Productive Hours (All Channels) in the Team Performance report to accurately represent total productive time worked across all channels.

When viewing schedules or metrics for a specific date, Assembled currently counts each calendar day that an overnight shift touches as a distinct day. For example, an agent working an overnight shift from September 5, 9:00 PM – September 6, 5:00 AM, followed by another shift from September 6, 9:00 PM – September 7, 5:00 AM, is shown as having 3 distinct days (Sept 5–7). While this behavior is technically correct based on how Assembled handles overnight shifts, it can be confusing when users are filtering or reporting on a single date (e.g., expecting “1 distinct day” for Sept 6). Proposed improvement: Adjust date-based filters and metrics to more intuitively reflect hours within the selected date range, rather than counting all calendar days touched by an overnight shift. Impact: This would make reporting and filtering on specific dates clearer and prevent confusion when reviewing overnight or multi-day shifts.

Currently, Available Time is visible on individual agent scorecards, but it’s not exposed in the Team Performance reporting UI. Having this metric available at the team or aggregate level would provide valuable visibility into how much time agents are available across teams, helping managers better assess utilization and staffing efficiency.