Default Event is an Event type that does not impact your staffing requirements. These are typically used for meetings, lunches, breaks, and project time.
Read moreA rotating work schedule consisting of a series of four-week cycles, including both day and night shifts.
Read moreFilters are selective lists based on predetermined criteria. They allow you to change your view within the Staffing Timeline based on Channel, Team, Queue, Site, and Skill.
Read moreThe percentage of issues handled completely in the initial contact where a customer does not need additional assistance.
Read moreThe number of hours needed to handle case volume, expressed in units of full-time work weeks (usually 40-hour increments).
Read moreThe amount of agent time actually spent in accordance with their scheduled tasks as a proportion of their total scheduled time.
Read moreThe amount of agent time actually spent working as a proportion of their total time scheduled to work, regardless of their adherence.
Read moreThe degree to which your scheduled staff aligns to a given interval's projected requirement. This can be expressed as a percentage of alignment in absolute value.
Read moreYour team’s stated objective for the amount of time until your first response to a customer. Also referred to as service level agreement (SLA).
Read moreThe reduction in productivity associated with managing a real-life workforce instead of theoretical FTEs.
Read moreSites are a filter typically used to reflect physical location, such as APAC, EMEA, New York, or San Francisco.
Read moreSkills are a filter that can be used to reflect a specific type of proficiency that is useful for particular cases or customers. If people on your team have specializations, you can indicate that with Skills.
Read moreA type of work schedule commonly used where employees work rotating shifts that include both day and night shifts.
Read moreThe process of analyzing and extracting insights from recorded conversations between customers and support representatives.
Read moreIf a person is Staffable in Assembled, this indicates that they can be scheduled on the staffing timeline.
Read moreThe Staffing Timeline is where you can view your forecasting and staffing requirements and view or create your team's schedule.
Read moreWant to know how Assembled can help your team rise to the occasion? Set up time with us to learn more!
