Assembled

Schedule adherence

The amount of agent time actually spent in accordance with their scheduled tasks as a proportion of their total scheduled time.

Schedule conformance

The amount of agent time actually spent working as a proportion of their total time scheduled to work, regardless of their adherence.

Schedule efficiency

The 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.

Service level

Your team’s stated objective for the amount of time until your first response to a customer. Also referred to as service level agreement (SLA).

Shrinkage

The reduction in productivity associated with managing a real-life workforce instead of theoretical FTEs.

Sites

Sites are a filter typically used to reflect physical location, such as APAC, EMEA, New York, or San Francisco.

Skills

Skills 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.‍

Southern swing shift schedule

A type of work schedule commonly used where employees work rotating shifts that include both day and night shifts.

Speech analytics

The process of analyzing and extracting insights from recorded conversations between customers and support representatives.

Staffable

If a person is Staffable in Assembled, this indicates that they can be scheduled on the staffing timeline.

Staffing timeline

The Staffing Timeline is where you can view your forecasting and staffing requirements and view or create your team's schedule.