Product roundup: our biggest configurability feature launches in 2024

Workforce management is no longer just about keeping the lights on. Today, it’s the backbone of scalable, efficient support that delivers exceptional service at every touchpoint. As customer expectations rise and operations grow in complexity, configurability becomes crucial.

Why does configurability matter? Support teams today don’t operate in a one-size-fits-all world. Distributed across geographies and time zones, and managing channels like chat, email, social, and phone, flexibility is essential. BPO partners need secure access, and managers need real-time insights to stay agile.

If your WFM system can’t keep up, it’s holding you back. Enter Assembled's configurable workforce management — the toolkit built to help you streamline operations, stay nimble, and truly take control.

Configuration that works for you

Assembled empowers you to shape every element of workforce management around the unique needs of your team. From custom roles and configurable queues to tailored dashboards and precision-tuned forecast models, Assembled adapts to you — never the other way around. Discover how our platform lets you configure your way to better efficiency, faster insights, and happier customers.

1. Grant precise access with custom roles and permissions

Securing your team and streamlining operations starts with the right access controls. With Assembled’s custom roles and permissions, you get total flexibility — empowering you to set who can view, edit, or make changes at every level. Control visibility for team leads, restrict permissions as needed, and fine-tune each role for precisely the access they require. For example, grant team leads visibility into agents' schedules while reserving editing rights for specific roles, creating tailored access across every feature.

Looking for even more control? Customize rules by event type so only certain roles can make specific schedule edits, while others submit requests. To keep everything running smoothly, lock down sensitive events or set lock periods to prevent retroactive changes. These options give your team the perfect balance of autonomy and guardrails, ensuring efficiency and security at every step. This has been one of the most used feature by our largest customers, in part because of how it makes the product more intuitive for every role on the team. Said one user: “This is more than just a permissions feature - it actually helps us create a version of Assembled that’s most relevant to each team member. People aren’t seeing features or buttons that they wouldn’t be able to use, and only see what they need.”

2. Face any complexity by configuring queues your way

With Assembled’s queue configuration, you can build custom queues that align perfectly with your ticket routing, generating precise forecasts for each queue to ensure your team is always staffed just right. Advanced AND/OR rules let you create queues tailored to agent skills, teams, BPOs, or regions. Whether it’s staffing for VIP support, managing regional inquiries, or streamlining complex workflows, Assembled’s queue configuration keeps your team focused. No workarounds — just workflows built to keep pace with your operation.

3. Flexibility meets accuracy with tailored forecast models

When it comes to forecasting, there’s no one-size-fits-all solution. That’s why Assembled offers a robust selection of forecasting models, like the N-week Average, N-week with Momentum, Seasonal, and our newest release, the Prophet model — each designed to capture specific patterns, growth trends, and everything in between.

The N-week Average model smooths out demand over a set timeframe, ideal for stable environments. For fast-growing teams, N-week with Momentum adapts by incorporating recent trends. The Seasonal model captures recurring yearly patterns, perfect for seasonal shifts, product launches, and holiday peaks. And for dynamic, long-term planning, the Prophet model excels, handling both seasonal and non-linear growth patterns.

With Assembled’s easy-to-use comparison tool, you can quickly find the ideal model by assessing forecasts side by side, using accuracy metrics like Mean Absolute Error (MAE) to pinpoint top-performing models by channel or queue. So whether you’re managing steady growth or gearing up for a seasonal surge, you’ll always have the perfect forecast at your fingertips.

4. Make faster decisions with Case Lifecycle data

In complex support operations, tracking the lifecycle of each case is essential for efficient resource allocation and strategic planning. Assembled’s Case Lifecycle data model captures every stage of a case’s journey — from initial contact to resolution — mapping out every transfer, escalation, and pause along the way.

This detailed visualization of case flow helps teams quickly pinpoint bottlenecks, enhance forecasting, and measure KPIs at each stage, taking the guesswork out of decision-making and enabling action on real insights. The impact? Faster resolution times, improved service levels, and a boost in overall customer satisfaction.

5. Real-time insights and reporting built for you

In today’s fast-paced support environment, real-time visibility is a must. Assembled’s configurable Realtime Overview gives you instant access to the metrics that matter most, empowering you to monitor agent activity, track SLAs, and respond to changes in demand as they happen. Fully customizable, the dashboard lets you prioritize the metrics that align with your operations — whether that’s adherence, queue volume, or agent performance. Plus, you can set up custom alerts for when specific metrics cross your defined thresholds.

But real-time data is just the start. All of Assembled’s reports offer customization options, allowing you to highlight or hide metrics based on your key KPIs. From tracking agent productivity and configuring occupancy to monitoring BPO performance or analyzing channel-specific SLAs, our flexible reporting helps you make precise, data-driven decisions — without the extra noise.

Why configurability matters more than ever

Workforce management is complex enough — your WFM tools shouldn’t add to the chaos. With Assembled’s customizable approach, your support team gains:

• Higher productivity: When tools fit your workflow, agents can focus on delivering great customer experiences, not navigating systems.
• Operational efficiency: Configurable queues and forecast models eliminate guesswork from staffing, scheduling, and prioritization.
• Improved forecast accuracy: With a suite of customizable forecasting models, Assembled ensures you have the right data to make smart staffing decisions, reducing risks of overstaffing or under-resourcing during critical times.
• Greater control and security: Tailored roles and permissions restrict access to only what each user needs, securing your operations while staying flexible.
• Better decision-making: Real-time dashboards and custom reports keep you updated with the latest data, so you’re always agile and ahead of the curve.

See modern workforce management in action

Flexibility in workforce management isn’t a luxury anymore — it’s a necessity for support teams aiming to stay nimble, efficient, and focused on customers. Whether you’re leading a small in-house team or managing a complex, multi-channel, BPO-supported operation, Assembled’s configurable platform is here to elevate the way you work.

Ready to see how Assembled’s tools can reshape your support operations? Let’s connect.

‍