For teams looking to optimize their scheduling workflow.
Robust staffing timeline
Recurring scheduling templates
Slack & Gcal integration
Realtime dashboard
Granular schedule analytics
Adherence & performance reporting
For teams who need accurate multi-channel staffing plans.
Everything in Core
Out of the box, omnichannel forecasting
Forecasting for asynchronous work
Forecast accuracy, historical volume reporting
Staffing heatmaps
For teams that need it all, plus a few things made just for them. Learn more.
Everything in Pro
Designated account manager
Dedicated Slack channel for support
Quarterly business reviews
Enterprise-grade security
Advanced customizations
Leverage flexible views, automations, keyboard shortcuts, and bulk-editing to build your ideal schedule in minutes, based on your team SLAs and preferences.
Templates make it easy to save an existing schedule and re-use that same layout in the future. This is a big time saver if your schedule mostly stays the same day-to-day or week-to-week.
Seamless connections to Google Calendar and Slack allow you to view shifts in your calendar, receive schedule notifications, and see who’s currently working.
Easily manage your team’s time off in one dashboard, and approve or deny requests in just one click.
Store each agent’s working hours to assist with ease of schedule and improved accuracy of time off reporting in Assembled.
Set up time off parameters in Assembled to automatically prevent out-of-policy time off requests.
Add as many custom event types as you’d like, to cover any use case. Easily create new event types and categorize them as productive, time off, or non-productive.
View all past edits made to your team schedule, and restore to a previous version when necessary.
Get granular data to understand where your team is investing their time, down to the agent state and individual tickets.
Give agents the flexibility to request changes to their shifts, and lighten the load on your managers. If the shift change improves team scheduling efficiency, it gets automatically approved.
Model different scenarios and easily create schedules for your teams before publishing more broadly.
Automatically track time spent working on tickets, and allow agents to set their own aux codes within Zendesk.
Gain maximum efficiency by setting custom rules for events, and let Assembled automatically create your optimal team schedule.
Our forecasts are built by machine learning experts and accurate within 10%. Choose the optimal forecast for your team from multiple options out of the box: N-week, N-week with momentum, seasonal, or Prophet.
You’ve got complete customization over organizing your queues by teams, sites, skills, and more.
We know forecasts aren’t one-size-fits-all. Our forecast adapts to your unique needs so you’re always ready for anything.
It’s your forecast, your way. Add manual adjustments to Assembled’s existing model for upcoming events or promotions.
See accurate forecasting across all of your support channels, all in one unified dashboard.
View and compare accuracy reporting of multiple forecast models at once, making it easier than ever to select the optimal model for any channel or queue.
We enable teams to get specific with their forecasting, down to the individual queue, for the most accurate staffing requirements.
Visualize your historical email backlog and simulate future backlog scenarios, and get an even more accurate SLA prediction that accounts for your business hours.
Use AND/OR logic to create rules that map to your CRM the most accurately. Multiple rules can be nested to match any degree of specificity.
Upload your own forecast via API or CSV. Assembled will automatically apply arrival pattern data and generate accurate staffing requirements.
When your forecasting needs to go beyond our standard models, Assembled will help tailor a model that fits your team best.
Our Case Lifecycle model gives deeper insights into multi-touch cases, helping you measure and forecast all transfers, escalations, pauses, and re-opens.
See all contact volume data in aggregate or separated by channel, and toggle between different time intervals for more granular metrics.
Get granular data about how and where agents spend their time, filtered down by channels, teams, or queues.
Export Assembled reports in seconds, for easy external analysis or data sharing.
Get a unified view of all support channels and agent states in real-time, to monitor agent adherence and inform any intraday changes.
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Get notified in real time via Slack when agents are out of adherence or when other metrics exceed your specified thresholds.
Prevent accidental offline statuses by limiting agents to just one open tab of Zendesk at a time, guaranteeing you’ve always got the clearest picture of real-time agent activity.
Our native QA integrations and API endpoint allow you to see an individual agent’s QA score on the Agent Scorecard.
Easily customize rules that automatically exclude agent state data if that agent remains logged in after their shift has ended.
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Push and pull data through our API to easily integrate Assembled with the tools your support team relies on most.
Our seamless integrations with multiple telephony, CCaaS, and CRM platforms let you pull your contact volume data into Assembled in seconds.
Easily manage roles and permissions across your internal team and external vendors.
Allow users to log in with their Google accounts for quick access.
Quickly authenticate users via single sign-on, while keeping your account secure.
Quickly authenticate users via single sign-on, while keeping your account secure.
Create and configure new roles tailored to your team’s specific needs. This new capability provides more precise control over user access, ensuring your team members have the right permissions for their tasks while maintaining the highest security standards.
Specify user permissions and control data access for external vendors.
With in-product guides, self-serve tutorials, and endless community events to participate in, you’re always supported by the Assembled team.
A dedicated implementation specialist will walk you through every step of onboarding, and have you up and running in just a few weeks.
Our shared Slack channel is the ideal place for live chat support and real-time announcements from the Assembled team.
Your account manager is on standby to help with any support issues, questions, and product updates to help you get the most out of Assembled.
Our team is committed to your success. With quarterly business reviews, we’ll make sure you’re on the right track to achieving your support team’s goals.
Integrate with your BPOs and bring unparalleled visibility into scheduling, billing, and performance.
BPO staffing tools
WFM integrations
Real-time management
Heatmaps and reporting
Vendor roles and permissions
Sync with your BPOs to pull their schedules right into Assembled. You'll have full visibility to ensure agents are in the right place at the right time.
Sync with any other WFM platform to seamlessly pull in your BPO's data, giving you a shared system of record for all BPO performance.
In one shared interface with your BPOs, you'll be able to upload volume requirements, negotiate on allocations by BPO, see scheduled hours, and report on agents in adherence.
Our forecasts are built by machine learning experts and accurate within 10%. Choose the optimal forecast for your team from multiple options out of the box: N-week, N-week with momentum, seasonal, or Prophet.
You’ve got complete customization over organizing your queues by teams, sites, skills, and more.
We know forecasts aren’t one-size-fits-all. Our forecast adapts to your unique needs so you’re always ready for anything.
It’s your forecast, your way. Add manual adjustments to Assembled’s existing model for upcoming events or promotions.
See accurate forecasting across all of your support channels, all in one unified dashboard.
View and compare accuracy reporting of multiple forecast models at once, making it easier than ever to select the optimal model for any channel or queue.
We enable teams to get specific with their forecasting, down to the individual queue, for the most accurate staffing requirements.
Visualize your historical email backlog and simulate future backlog scenarios, and get an even more accurate SLA prediction that accounts for your business hours.
Use AND/OR logic to create rules that map to your CRM the most accurately. Multiple rules can be nested to match any degree of specificity.
Upload your own forecast via API or CSV. Assembled will automatically apply arrival pattern data and generate accurate staffing requirements.
Our Case Lifecycle model gives deeper insights into multi-touch cases, helping you measure and forecast all transfers, escalations, pauses, and re-opens.
See all contact volume data in aggregate or separated by channel, and toggle between different time intervals for more granular metrics.
Get an hourly breakdown of staffing coverage so you can make necessary scheduling adjustments, track shrinkage, and optimize BPO allocations.
Export Assembled reports in seconds, for easy external analysis or data sharing.
Get a unified view of all support channels and agent states in real-time, to monitor agent adherence and inform any intraday changes.
Our native QA integrations and API endpoint allow you to see an individual agent’s QA score on the Agent Scorecard.
Easily customize rules that automatically exclude agent state data if that agent remains logged in after their shift has ended.
Push and pull data through our API to easily integrate Assembled with the tools your support team relies on most.
Our seamless integrations with multiple telephony, CCaaS, and CRM platforms let you pull contact volume data into Assembled in seconds.
Specify user permissions and control data access for external vendors.
Automation
Automate support resolutions on chat, email, and voice.
Automated workflows for all channels
Case categorization
Configurable escalation rules
Context intake
Custom style guide and QA tools
Reporting suite
Productivity
Empower every agent to provide top-tier support.
Suggested on-brand replies
Inline translation
Sentiment analysis
Case categorization
Interaction summaries
Agent Q&A
most popular!
Complete ai solution
Deliver faster, high-quality customer experiences.
Workflows to streamline AI and human-powered operations
Human-AI feedback loop
Intelligent contextual handoff
Routing and classification
AI and agent performance reporting
Our AI Agent for Chat is powered by your automated workflows, pulling information from your knowledge base, and taking action within your internal tools to provide a fast, high-quality customer resolution.
Use our chat agent builder to customize tone, welcome message, brand colors, avatar, escalation rules, and more.
AI-powered workflows are designed to automate repetitive tasks, gather additional context from customers, and take action to resolve complex issues via email.
AI Agent for Voice can automate support resolutions with natural language processing and routing. No more hold times, no more IVR.
Assist is sophisticated enough to solve even some of the most complex cases. And for the cases that need the human touch, Assist knows exactly how and when to make a handoff, gathering critical customer details along the way.
With Assist, you're always in control of how and when cases are escalate to human agents.
You'll be able to set the method of handoff, how long Assist will attempt to solve before escalation, fallback options, and more.
Assist gathers critical context during conversations and ensures smooth handoffs between agents or systems, so nothing gets lost along the way
With AI Agent and Copilot, human agents provide real-time feedback on AI-generated responses, refining workflows and improving accuracy. This enhances automation quality by learning from complex cases, ensuring AI delivers nuanced, brand-aligned responses across every channel.
Assist AI Agent Copilot lives in your contact platform and helps guide agents to better customer resolutions, by suggesting replies, automatic translation, gathering context, and allowing the agent to ask for more guidance.
Assist automatically drafts replies, based on your brand guidelines and customer sentiment. Agents have the option to quickly modify or expand on these drafts before sending them to the customer.
Assist can automatically detect the customer's language and translate it to the agent's native language. Once the agent is satisfied with the reply, Assist will translate the response back in the customer's language.
Assist summarizes cases history so agents can spend less time getting caught up and more time focusing on resolutions.
The wrap up feature drafts an AI-generated summary of the ticket to be used to create an internal note. You can quickly configure the template to pull from various ticket fields.
Agents can ask Assist clarifying questions about customer info, company processes and procedures, or anything else to help them resolve the ticket more effectively.
Use our Agent usage report to see how your agents are using Assist and how frequently. You'll be able to see a breakdown of usage by each Copilot feature within Assist.
Compare at a glance how your agents performed with and without the assistance of Copilot.
Build workflows for all of your support processes, to deliver the correct resolution every time. Initiate customer info lookups, analyze sentiment, and take action within your internal tools.
Evaluate automated replies so Assist continues to improve quality of responses over time. You'll be able to evaluate Assist's accuracy, knowledge retrieval, and reply style.
Assist categorizes incoming cases automatically, ensuring every request is routed to the right team without extra manual work.
Assist ensures that cases are routed to the right queues, agents, or call destination, always at the right time.
Assist automatically understands customer sentiment during interactions and responds in kind. You can also use sentiment to trigger different follow-up actions in your automated workflows.
Tailor Assist to your unique brand voice by writing in custom instructions or choosing between our preset options for length, formality, emoji usage, and humor level. You'll also be able to add key phrases to use and phrases to avoid.
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See how Assist automations performed on an aggregate level, based on team evaluations. You'll be able to see a breakdown of all the aspects that go into quality reporting.
Our automations report shows how Assist AI Agent performed over time. You'll see how productive Assist was at sending messages across various ticket types, as well as CSAT scores.
Our workflow report will give you a breakdown of all your workflows, by percentage of cases. You'll be able to see how many cases were mapped to workflows, and how many cases were skipped, presenting opportunities to build more workflows and automations.
Our knowledge base integrations plug into your agent workflows and help Assist answer critical questions about your product or company. Assist can read documents, images, and PDFs.
Our system of record integrations help fuel your workflows by looking up customer or company data from your internal tools, like your CRM. Agents no longer have to switch between tabs or break their flow with manual lookups.
Our system of action integrations, like Shopify and Loop Returns, allow Assist to take critical action on behalf of your customers. Tasks like processing a return or refund or changing an appointment booking can be done in a matter of seconds.
Want to know how Assembled can help your team rise to the occasion? Set up time with us to learn more!
