Assembled Workforce Management

We'd like to be able to query agent state history through the Assembled MCP, so we can ask our LLM questions like "how many times was this agent in X agent state last month, and for how long?" Right now our supervisors have to go through the agent scorecard one day at a time to find these states. Being able to pull agent state occurrences and durations by agent and date range through the MCP would save a lot of manual digging.

I should be able to see conformance as a metric on the agent scorecard

MTM's Staffing Heatmap now shows queue-level breakout in the UI, but there is no option to export this view. Need to move queue-level staffing data into our own systems/reporting for BPO compliance monitoring.

To contextualize solve/hour, would be helpful to see CSAT next to other metrics for agents.

Ability to see the Heatmaps report in 30 minute intervals

Description: It would be extremely valuable to include a “Solves per Scheduled Hour” metric in the agent scorecard. This metric would show the number of tickets/cases solved by an agent divided by their total scheduled hours for the selected period. Benefits: Normalizes productivity: Allows for fair comparison between agents with different schedules. -Highlights efficiency: Makes it easier to identify high and low performers, regardless of total hours worked. Supports coaching and staffing: Provides actionable insights for team leads and workforce managers. Complements existing metrics: Adds another dimension to agent performance tracking beyond just total solves or adherence. Example Calculation: > Solves per Scheduled Hour = Total Solves / Total Scheduled Hours Use Cases: Comparing productivity across agents and teams Identifying coaching opportunities Informing scheduling and staffing decisions Request: Please consider adding this metric to the scorecard view, either as a default column or an optional metric that can be enabled.

Right now the team performance report exports based on the user's configured time zone, meaning it matches with what they see in Assembled. The downside is that if different people at the same company export the same report they might see the same start / end dates but different data because of the time zone. Would be great to just add the time zone in the column header of the export to avoid that confusion

I should be able to remove agent states from reporting and the realtime analysis page. A workaround would be to filter out these agent states.

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

The addition of the "solves per scheduled hour" metric (cases solved per scheduled productive hour) to the individual Agent Scorecard in Assembled. Context & Rationale: This metric is currently available in the Team Performance report, but not on the Agent Scorecard. "Solves per scheduled hour" is a key productivity metric for our agents and is important for both agent self-assessment and manager coaching. Having this metric visible on the Agent Scorecard would allow agents to track their own throughput against scheduled hours, not just actual hours worked. This would bring consistency between the Team Performance and Agent Scorecard views and help drive agent engagement with their own performance data. Request: Please add the "solves per scheduled hour" metric to the Agent Scorecard, alongside the existing "solves per actual hour" metric. Ideally, this metric should be visible by default or at least available as an option for agents and managers to select. Impact: Improved agent visibility into their own productivity. Better alignment between team-level and individual-level reporting. Supports coaching, goal-setting, and self-improvement.