Stay up to date with the latest feature updates and additions to the Assembled platform.
Stay up to date with the latest feature updates and additions to the Assembled platform.
Balancing staffing requirements just got easier. Our new feature allows managers to easily publish extra work and voluntary time off (VTO) availability, so teams can easily redistribute coverage as needs change, and agents are empowered with more control over their schedules. Agents can sign up for shifts, managers can approve sign-ups, and workforce managers can track extra work and VTO right within Assembled. Read more about how to get started with extra work and VTO here.
Support teams don’t operate in a one-size-fits-all world, which means it’s critical to have flexibility in your tools. In our latest blog, discover how our latest roundup of configurable tools like custom roles, tailored queues, and real-time insights help your team adapt, streamline operations, and deliver better customer service. Read more.
Automatically classify incoming tickets, set up custom hierarchies, and integrate existing custom fields seamlessly into Assembled. For each category created, Assist will also auto-generate an AI model with a description. We’ll also provide evaluation metrics for each category, giving you better visibility and control over your ticket management processes.
The new Assist quality reporting page gives you a high-level view of Assist’s performance with key metrics like reply accuracy, knowledge retrieval, and style. Results are broken down by interaction type and displayed alongside trend charts, with filters to customize your view by date range or interaction type. These updates make it easier than ever to track progress, identify patterns, and refine your team’s performance strategies.
We’ve evolved the Assist quality review page to help you dive deeper into Assist Copilot replies and Agent guidance interactions. Easily click into individual interactions and evaluate them across specific metrics like reply accuracy and knowledge retrieval, giving you the granular insights needed to deliver consistent, high-quality support. Additionally, any customer messages or responses from Assist that are in non-English languages will automatically be translated to the reviewer’s language, alongside the original message.
Assist now supports creating multiple internal notes alongside auto-drafts and auto-sends, making sure that agents have all the context they need right within their workflows.
Assist can now summarize tickets based on internal notes, not just public comments. This update is perfect for workflows where internal notes drive next steps, like ticket escalations or closure.
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12a or 12am to specify midnight.This month, the Assist team focused on launching new integrations for our AI case automation and agent copilot product. Now it’s easier than ever to connect your systems and put AI to work!
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Assist is Assembled’s AI-powered automation and copilot tool that lets you unlock the power of AI while maintaining full control over when a human agent steps in. Our latest batch of updates leverage hidden company knowledge, save tons of time on ticket tagging, and increase the amount of control you have over AI.
Assist is the AI-powered issue resolution engine that brings support teams unparalleled speed, quality, and accuracy in automated support. The latest batch of releases focus on helping admins and managers understand how automations are performing so they can clearly see and communicate the business impact.
Assist is the AI-powered issue resolution engine that brings support teams unparalleled speed, quality, and accuracy in automated support. The latest batch of releases focus on helping admins and managers understand how automations are performing so they can clearly see and communicate the business impact.
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Every moment counts when it comes to meeting customer expectations. That all starts with getting your staffing right — down to the minute — for every interaction. Our proprietary data model gives insight into the most essential building blocks of case work, and creates staffing plans that prepare the entire team for every touchpoint: any transfers, escalations, re-opens, pauses, or solves. Zoom in to investigate individual cases or zoom out to identify bottlenecks and improve team processes.
This is now generally available on Pro and Enterprise plans, for users on Salesforce Service Cloud or Amazon Connect.
Learn more here.
Exciting news for all the data-lovers that self-identify as freaks in the Google Sheets — we’ve added another way for you to extract the metrics that matter most. In the Team Performance and Forecasted vs. Actual reports, now you can pull data directly to Google Sheets as an individual or recurring export, cutting down on manual workflows.
Learn more here.
Get complete transparency with our new metrics visualizer side panel, which will give deeper insight into how specific metrics were calculated.
On Team Performance, Forecast vs. Actuals, or Realtime Overview, clicking on any hyperlinked number in the table will open the side panel. On Agent Scorecard, you can see the side panel by clicking on the underlined number at the top of any chart.
Once you’ve selected your metric, you’ll see a full analysis of all the cases involved in calculating that metric, along with relevant queues and durations.
The People page got a refreshed look plus some exciting new functionality that will make it even easier to manage users. Here’s what’s new:
Now on Realtime Analysis, admins can use threshold settings to customize rules for agent state duration alerts. Based on set criteria, cells in the state duration column will highlight in orange (warning) or red (danger) when agents have been in the same state for too long.
This month, we launched an update to the Automation capabilities of Assist to give you a whole new view into the impact of AI! Check out the blog to see the future of AI-powered automation and how a connection to WFM data will super-power your support ops efficiency!
Now on Realtime Agent Analysis, managers can quickly find agents out of adherence at a glance. Admins can leverage our new threshold rule builder to set alerts by agent group or event type, and customize the length of time before an alert appears. Cells in the out-of-adherence duration column will change to orange (warning) or red (danger) when agents hit respective threshold criteria. This feature is now available in all accounts.
Check out the latest updates to Assist, the issue resolution engine that's currently available for Zendesk accounts:
Assist, the agent copilot and issue resolution engine for Zendesk, just came out of beta a few short weeks ago. While we’re launched, we’re far from done building! Learn about the latest exciting upgrades to our AI-powered product:
Assist, the new agent copilot and issue resolution engine powered by generative AI, is now generally available! With Assist, you'll deliver high-quality support at scale, seamlessly integrating AI into your support workflows. From instant answers to auto-drafted replies to automating returns, you'll see increasing efficiency starting on day one.
Learn more and schedule a demo.
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This has been one of our most highly requested metrics, so we’re excited to announce that we’ve released solved average handle time in the Team Performance report for Zendesk users. This calculates the average time spent only on tickets that have been solved, giving you a more complete picture of performance.
This new metric is now active in all accounts with a Zendesk integration installed.
Assembled is designed to play nicely with your tech stack, which is why we’ve added three new WFM integrations to give even more transparency into the operations of your BPO vendors. Sync schedules from any of these platforms:
Learn more about vendor management integrations.
We’ve also updated the BPO planner so you can compare current BPO allocations with previous versions. This will let you see how allocations have changed over time, giving you extra help during billing reconciliation.
Learn more about the BPO planner.
We’ve added a new way for you to manage users without needing to delete and re-add people. If you don’t want to delete a person’s record and history, you can choose to deactivate them instead. Deactivated people will no longer be staffable, but you’ll be able to see their historical data including past schedules and adherence metrics. Better yet: if you need to, you can reactivate a person who’s been deactivated and get them back into scheduling rotation!
Learn more about deactivating, deleting and restoring people.
Our new configurable Realtime Overview page gives you the tools to track and measure intraday activity however you want it. Now teams have the flexibility to select their preferred look-back window for tickets, messages, and solves that contribute to real-time metrics. You can also customize your company view and your own personal view — just select the channel-queue combinations that you would like to monitor and pin the metrics most relevant to your team.
Get started here.
Our Agent Shifts feature makes scheduling a breeze, and is now available in all accounts. Team leads can input working shift patterns for a group of agents — including both hours and days — which automatically adds a visual guide to the Staffing Timeline and My Schedule that shades out non-working hours. Shift patterns will populate dynamically in scheduling templates.
Learn more here.
Agent Shifts have the added bonus of making team PTO reporting more accurate than ever. Now, assigned shift patterns populate automatically in time off requests. This ensures that only shift hours are calculated in our analytics, instead of a 24-hour block for full-day time-off requests.
Set up your agent shifts here.
Complex queue logic helps Assembled map even better to your CRM. Now you can configure queues and route tickets with more specificity than ever before. This feature is available for Pro and Enterprise accounts.
Learn more here, then see it in action.
Several of our best-loved features got a glow-up this month thanks to feedback from customers like you. We hope these features help you speed up your workflows and get you to the data you need, faster than ever.
Big news for teams running omnichannel support — now we can pull in all standard and custom unified agent statuses. In Zendesk, teams can use one menu to receive tickets across any assigned channel, instead of updating each channel individually. By staying in sync with the way teams set up their support ops, adherence reporting stays as accurate as possible.
To get started, visit our help center to learn more, or head to the integrations page to enable the setting in the Zendesk section.
Single-select and individual event changes are so last year. Now on the Staffing Timeline, you can bulk-select all events of the same type and make edits all at once. This small but mighty update unlocks a ton of time savings for schedulers. To try it out today:
As our product grows, we’re still finding ways to keep that fresh, new product feeling every time you log in.
Our Team Performance report table has been upgraded to a high-performing and super-slick UI, setting the stage for even more future improvements. And for those of you that can’t get enough of our metrics, all reports are now full width pages, giving you maximum visibility to all the data you want to see.
Both of these updates are now live in all customer accounts!
Even though we just set our clocks back a few weeks ago, it’s never too early to think about the next time change. We’ve updated our weekly Staffing Heatmaps to show all hourly intervals accurately on the days we have an additional or a missing hour.
We’re so excited to announce that Salesforce Service Cloud customers can now find Assembled right from the AppExchange. From specialized features for tracking and forecasting units of work to highly adaptable options like skill-based routing and automated tasks — along with enterprise-grade security — we’ve built the industry’s deepest integration for omnichannel support in Salesforce.
Read all about it here.
Our new universal search experience is here to make navigating Assembled even more of a breeze. Forget endless clicks and scrolling — our powerful new keyboard shortcuts let you jump, glide, and skip through Assembled in record time. Simply type ⌘K (Mac) or Ctrl-K (Windows), and use the search bar pop-up to:
Learn more here.
We’re bringing you more metrics in more places, to give teams a clearer picture of what’s happening in the day-to-day of their support operations. Schedule adherence has been a highly requested metric, and now it’s available in Agent Scorecard, Team Performance, and Realtime Agent Analysis! Teams already utilizing auto time tracking or aux codes can start calculating and reporting on schedule adherence today. Head to the settings page to enable the metric here.
Our extension ensures you’ll have the clearest picture of real-time agent activity. By limiting agents to having only one tab of Zendesk open at a time and preventing any accidental offline statuses, your agent states will always be accurate in Assembled.
The Assembled App for Zendesk is required to begin using this extension. Visit the Chrome store to get started.
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Inaccurate metrics when agents forget to log out can be a real pain in the Ass-embled. Now there’s an easy way to customize rules that automatically exclude agent state data if that agent remains logged in after their shift has ended. Along with the new metrics we’ve introduced and manual agent state editing, we’re doubling down on time tracking capabilities to ensure teams have the full picture of how time is being spent across their organization.
This feature is now available for Pro and Enterprise customers. Learn how to get started here.
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It’s even easier to make intraday decisions with this new highly-requested metric. On Realtime Agent Analysis, managers can now easily sort and see how long an agent has been out of adherence for their currently scheduled productive event.
This one goes out to all the teams looking to enhance their security and streamline operations. We're excited to announce that SAML SSO is now generally available for Enterprise accounts. With this feature, you can log in to Assembled using your existing credentials, removing the need for multiple passwords and saving your team from password resets, account lockouts, and handwritten password reminders on Post-It notes. Learn more here.
Filtering just got a glow-up. With a sleeker and more user-friendly interface, our new filter component allows you to drill down to the information you need more quickly and intuitively. This feature is live in all accounts now, so go ahead — filter to your heart’s content.
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If you’re a whiz with keyboard shortcuts, get ready for this exciting new beta release! Using “Command + K” puts mission control right at your fingertips by allowing you to search across pages, agents, and filters in one pop-up. With a few additional enhancements — including more keyboard shortcuts and highlights to show text matches — navigation is faster than ever. Watch a quick overview video, then sign up for our beta program here.
The journey to a slick user interface starts with just a single click. 50,000 clicks later, we’ve learned A LOT about Assembled user behavior. Assembled UX extraordinaire Francine Navarro shares a glimpse into the experimentation and investigative research that goes into our date picker design — one of many components our team is constantly iterating on to make our product even more intuitive and user-friendly. Read more here.
You wanted more team visibility and in-depth reporting, you got it. Our new metrics will give you better insight into how much time an agent spends per day on productive work and allow you to compare stats across agents, teams, and queues. On the Team Performance Report and Agent Scorecard, now we’ll report on schedule utilization, actual utilization, cases solved per actual productive hour, messages sent per actual productive hour, in-office shrinkage, actual productive time, and actual non-productive time.
This feature is still in early access. Reach out to join our beta program.
Human error? Us? Never.
We get it — it happens to the best of us. That’s why we’ve built a couple of new safeguards to ensure you’ve always got the most accurate, reliable data possible.
With time-tracking exclusions, teams can create rules for agent states that will automatically exclude certain data from reporting. Next time your agents forget to log out for the evening, the rules you configure will automatically switch their state to Offline, meaning you won’t have to worry about inflated metrics. Additionally, managers will have the ability to edit agent states manually when they need to eliminate any inaccuracies.
This feature is still in early access for Pro and Enterprise customers. Reach out to join our beta program.
The fewer the clicks, the happier the real-time analysts. Trust us — it’s science. Now, clicking on any agent name on the Realtime Agent Analysis page will bring up a pop-up window that displays their adherence timeline for the day. From there, you can double-click into their full profile or scorecard for deeper investigation.
Calling all RTAs 📣! With our new realtime analysis page, you can easily search for a specific agent, sort and filter by the site and queue of your choice, group by two levels with agent properties and real-time metrics, and save your preferred view to share with your teammates in a single source of truth. Identify queues that need support across in-house teams and BPOs and quickly shift over agents to ensure SLA is met — every single time.
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Brace yourself for loading speeds up to 99% faster than before with major improvements to our reporting architecture designed to deliver ultra-responsive reports. Our detailed documentation provides an in-depth look at these enhancements and potential use cases. We’ll be rolling this out to all users in the next month, so stay tuned!
The adherence timeline in the agent scorecard has a new date picker. Now you can easily navigate between dates when looking for historical adherence for your agents while maintaining the date range of the other metrics.
The day our WFMs and RTAs have been waiting for is here (well, for anyone who signs up for early access, at least). Now you can track adherence for events that don’t involve answering tickets — such as lunches, breaks, and training, to name a few. This is perfect for teams that use a clock-in clock-out system. Customize agent scorecards with these new metrics to power your coaching conversations. Sign up for early access.
Tired of juggling multiple credentials? With SAML SSO, you can use a single set of login details to access Assembled and multiple applications simultaneously. This time-saving feature is available exclusively on our Enterprise plan. Sign up for early access.
This first-of-its-kind turnkey solution seamlessly connects WFM tools to a unified data source. Our WFM integration provides unparalleled visibility into your BPO network so you can proactively manage outsourced staffing, eliminate gaps caused by manual duplication of schedules, and have the confidence to understand exactly what you’re paying for. Elevate your workforce management game with this premium add-on, designed to make your life easier and your operations smoother than ever before.
If your BPO partners use NICE IEX or Verint, our integration will effortlessly sync their schedules directly into Assembled. Reach out to learn more!
We are excited to announce our Klaus integration, which bridges the gap between efficient workforce management and outstanding customer service quality. With this integration, you can now sync reviews and display the QA scores in the agent scorecard to supercharge your coaching conversations. Learn more.
We've introduced a more efficient date picker tool in all our reports for your convenience. This enhanced feature enables you to effortlessly choose from pre-defined date ranges, select dates from a calendar, or even manually enter specific dates according to your needs. Its user-friendly design and versatility will improve your experience and expedite navigation through our reports.
We have enhanced the agent search feature in the staffing timeline to improve efficiency and user-friendliness. This upgrade allows for an effortless search for agents across several pages. Watch this video to see it in action.
Tired of juggling multiple credentials? With SAML SSO, you can use a single set of login details to access Assembled and multiple applications simultaneously. This time-saving feature is available exclusively on our Enterprise plan. Sign up for early access.
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This first-of-its-kind turnkey solution seamlessly connects WFM tools to a unified data source. Our WFM integration provides unparalleled visibility into your BPO network so you can proactively manage outsourced staffing, eliminate gaps caused by manual duplication of schedules, and have the confidence to understand exactly what you’re paying for. Elevate your workforce management game with this premium add-on, designed to make your life easier and your operations smoother than ever before.
If your business process outsourcing (BPO) partners use NICE IEX or Verint, our integration will effortlessly sync their schedules directly into Assembled. Sign up for early access.
We've revamped the agent search input on the staffing timeline, delivering a more efficient and user-friendly experience as you search for the perfect agent. Watch this video to see it in action. If you like what you see, sign up for early access.
We’ve introduced a new and improved filter component that is being tested on the staffing timeline, providing a sleeker and more intuitive user experience for filtering data. If you’re interested in testing this new filter component, sign up for early access.
We know how important it is for your team to have a lightning fast, reliable experience and our engineering team has been hard at work upgrading our database infrastructure to the latest PostgreSQL database, substantially improving latency on APIs so reports load at maximum velocity. These include:
We are committed to making Assembled the fastest, most delightful support ops platform for our users. We have more updates coming down the pipe…stay tuned!
Our latest forecast management report allows you to easily compare forecast models across channels and queues, enabling you to choose the best-performing option based on historical data.
We are thrilled to be the first workforce management platform to integrate with Zoom Contact Center. In just one click, users can sync agent states and ticket volume into Assembled. This integration unites Zoom Contact Center's omnichannel capabilities with Assembled's support operations platform, offering workforce managers comprehensive visibility into key support metrics through a unified dashboard. Learn how to connect the integration here.
Our Zendesk app update is now live, bringing you a more streamlined experience. With this improvement, agents no longer need to be logged in to Assembled for agent state data to be recorded. Simply have your Zendesk admin follow a few quick steps outlined in this video and everything will be set up in minutes.
As the seasons change, so do the clocks. We outline tips and tricks on navigating daylight savings here.
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Don’t just build schedules — test them! Test Schedules helps you ensure optimal staffing levels by modeling different scenarios and their impact to your SLA. You can now easily publish your test schedule to your primary one, and, better yet, select specific agent groups to apply the schedule to.
This feature applies to folks with draft schedules enabled. If you’d like to turn this on for your organization, reach out to our team.
Easily compare forecast models and select the most ideal one across your various channels and queues with our newest forecast accuracy report. Sign up for early access here.
Calling all RTAs 📣! With our new realtime analysis page, you can easily search for a specific agent, sort and filter by the site and queue of your choice, and save your preferred view to share with your teammates. Identify queues that need support and quickly shift over agents to ensure SLA is met — every single time. Sign up for early access.
We know how important it is for all your teams to see your data in one place, no matter the source. That’s why we’ve partnered with Fivetran, which automates the most time-consuming parts of the ELT process to centralize your data to the destination of your choice*.* With our latest connector, you can easily blend data from Assembled with other sources for analysis in your business intelligence dashboards.
If you’d like to participate in our early access program, get started with installing the connector here. We value your feedback, so feel free to email our Partnerships team and share your thoughts.
The moment our schedulers have been waiting for has arrived! We’re excited to announce the ability to copy and paste multiple rows. Now you can easily schedule multiple shift types across days and weeks — modifying schedules in seconds. We know how much you value speed and efficiency in your workflow. This one will definitely save you and your team time.
With an expanded 2-month calendar view and even better preset date ranges, our new date picker makes it incredibly easy to get the data you need in reports and across our platform. Now you can see all your metrics over a specified timeframe in fewer clicks.
Interested in trying this feature? Email our Support team to sign up for the beta.
Our newly launched agent states API endpoint grants you frictionless access to raw data insights. Export this data and feed it into your business intelligence tool of choice so you can slice and dice your analysis of adherence and conformance by site, team, or queue. Learn more here.
Our team has been hard at work building game-changing features to supercharge your data workflows, including new API endpoints, CSV exports, time-tracking, and more. To learn more about these new features and how customers can use data to showcase cost savings, watch this on-demand webinar. You can also learn about these features while diving deeper into our data philosophy by reading the blog.
Great news for teams that use or are thinking about using Amazon Connect! With our new integration, you can pull contact center data from Amazon Connect into Assembled and start optimizing workflows and staffing almost instantly. This one-click integration combines Amazon Connect’s omnichannel contact center capabilities with Assembled’s advanced support operations platform so you can empower your team, optimize your BPOs, and plan for long-term staffing needs. Learn how to enable this integration here.
Want to know who’s making schedule changes and when? Easily pull that data into Looker, Tableau, or your system of choice so you can take a closer look with our API. With all your metrics in one place, you’ll be able to better track time off while ensuring robust scheduling reporting. Learn more here.
Our team has been hard at work building game-changing features that we know you and your team are going to love. We’re talking visibility into performance and productivity on a level you’ve never seen before, flexible scheduling capabilities that ease the burden of building schedules at scale, and an approach to vendor management that’s guaranteed to keep you and your BPOs on the same page. We laid out our vision for all of this and so much more in last month’s product roadmap webinar, which you can watch on demand here.
While we aim to create the most delightful user experience in our in-app reports here at Assembled, we know that you sometimes just need to export data and create pivot tables on your own terms. To this end, we’ve recently introduced:
We know how important it is to meet you where you are. With Assembled, it’s always your data on your terms!
For those of you that use HR platforms, we know having a seamless way to import time-off requests into Assembled from an HRIS platform is essential for reducing manual work and the risk of errors. That’s why we’re excited to announce that time-off requests approved in Workday can now be automatically synced with Assembled.
Say goodbye to manually inputting the same time-off request in two different platforms and hello to better data visibility in one convenient location. You can find instructions for setting up your Workday integration here.
We know your agents spend a lot of time looking at their schedules, so we set out to make the viewing experience even more delightful. As we all know, 💗 happy + engaged agents = 📈 higher retention and even happier managers + WFMs!
Now, when agents are on their My Schedule page, they can edit events, undo and redo changes, make lightning-fast tweaks with intuitive keyboard shortcuts, and jump directly to any date they want to see.
With Assembled’s new Aux Codes, agents can now track the time they spend engaged in activities outside of answering tickets—such as trainings, breaks, and lunch. This combined with automatic time tracking provides a comprehensive view of how agents are spending their workdays. Complete visibility into agent state data—as well as adherence and conformance for both productive and non-productive events—enriches shrinkage reporting and more. Get a sneak peek here.
Interested in enabling Aux Codes for your team? Contact your customer success manager or send us an email at success@assembledhq.com.
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You needed more flexible scheduling templates and we understood the assignment. This new feature makes it easier for you to schedule agents on rotations, facilitate shift swaps, and assign agents to open shifts. If an agent changes teams then you simply remove them from the template but their shift remains for the next available one. Learn more here.
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Talk about ✨agentsy✨ (like agency but for agents, get it?!) 👀. Agents can now propose changes to their schedule for managers to approve. Empowering agents while giving managers extra time back? That’s a win-win situation, if we ever saw one. This update also provides visibility into net staffing so managers can have a clear view of the implications of smashing that approve-event-request button.
If you’re interested in enabling this for your team, reach out to your CSM or email success@assembledhq.com 💌.
Now, agents have the ability to submit even more granular time-off requests that account for exactly how many days and hours they plan to take off 🎯. Additionally, we record an agent’s PTO balance, giving managers even more visibility into the impact of each time-off request. Who doesn’t love more accurate schedule analytics reporting?
You asked for it, we delivered 👊. We’re talking about our newest integration with Talkdesk, and we hope you’re as excited about it as we are! This integration means support teams that use Talkdesk can say goodbye to countless hours of manual scheduling and reporting ⏱️. Learn how to connect Talkdesk directly to Assembled here.
With new improvements to how you create queues and organize incoming conversations, configuring your own Assembled instance is even more of a breeze 💁. This update also provides detailed views so you can see the conversations that compose each queue—and inspect your data in further depth! Learn more here.
For those of you that use HR platforms, we know having a seamless way to import time-off requests into Assembled from a human resource information system is essential to supercharging your workflows. Putting the same time-off request in twice is a pain, and time is money! 💵
We’re excited to announce that we’ve built out the infrastructure to rapidly expand our HR integration catalog—starting with ✨HiBob✨—so you can seamlessly import your approve time-off requests directly into Assembled!
Learn more about our HiBob integration here.
It’s no secret that meeting your SLA is only effective when staffing is optimized. And what’s a key ingredient for optimized staffing? Handle times that are reflective of your agents’ true productivity!
Instead of manually configuring these metrics, we can now forecast average handle times, email productivity and more based on actual data for each of your channels. Simply choose whether you’d like you these metrics to be dynamic or manually inputted and ❣️voila❣️—we’ll do the rest!
When fielding a lot of volume from live channels and evaluating SLA more granularly, shorter intervals can make a world of difference. That’s why we’re thrilled to share that we now offer 15-minute intervals for both forecasting and staffing.
Reach out to your CSM or email success@assembledhq.com if you’re interested in enabling this for your team!
To all our amazing schedulers—this one’s for ✨you✨. We’ve supercharged your template experience with the flexibility to clone a template and add or remove anyone. Say goodbye to fixed sites, groups, and teams and hello to full customizability! 😍
Additionally, we’ve enhanced our template application experience with the ability to customize recurrences. Do you schedule on rotations and need to apply a template on Tuesday and Thursday every two weeks? Every five weeks? We’ve got you!
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We launched our inaugural product roadmap webinar to give you a sneak peek at some of the amazing features coming down the pipe, as well as our overall vision. If you’d like to view the recording, request access here.
In a world where the majority of people prefer email support over other channels, CX teams have to contend with never-ending backlogs that are impossible to forecast and hard to prepare for. That’s why we had to build an email backlog forecasting model! Thanks to this game-changing feature, your email SLA will now account for existing and forecasted backlog and business hours. You’ll also be able to visualize historical backlog and see how it may change in the future. This is major for email-centric support teams, and unprecedented in WFM tools!
Get all the details on the launch❣️ here❣️.
This one’s for the workforce managers out there. Now, we dynamically generate forecasts based on imported (API or CSV) historical arrival patterns. For example, let’s say you are expecting 10,000 phone calls between May 1 - May 5. You can import this volume into the system and we will then dynamically generate an hourly forecast based on past arrival patterns for phone (taking into account the peaks and valleys where traffic can change).
Effective scheduling requires meaningful visibility. This means knowing who made any changes, which changes were made, and when they were made. Now, you can easily view and revert schedule changes made for individual agents on the Staffing Timeline! Simply click below the forecasting panel to restore the specific version you’d like - it’s that easy! More details here.
Re-syncing Google Calendar events in Assembled is here! This ensures that event placement is up-to-date across both tools. Watch how it works here, and let your CSM know if you’d like this activated!
Copying and pasting events for multiple agents on the Staffing Timeline is now possible in the day view. This is a major time-saver and workflow improvement, especially if you have many agents doing similar shifts throughout the day.
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Things are heating up in Assembled. Now, heatmaps are available on the Staffing Timeline, which means that you can immediately visualize the impact of scheduling decisions on your overall net staffing.
You can also break down your net staffing by channel and see them all at once! This is highly beneficial for a majority of our teams who have agents working on both email + live channels concurrently while maintaining simultaneous coverage across multiple channels.
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Time Off requests are now viewable through a 📅 calendar view 📅, providing you with visibility on how many agents are taking time off throughout the month. Gone are the days of filtering for PTO requests on the Staffing Timeline and it’s time to say hello to a new, streamlined calendar view!
You are now able to filter time off requests based on:
This allows you to search for time-off requests even quicker than before, making it especially handy for teams with many agents.
The People API has launched, allowing teams to programmatically create, modify and even delete People (what we call users) from their servers. This is especially useful for our teams with thousands of agents who prefer a streamlined approach towards user-management and integration capabilities with their own systems! You can access the API docs here.
The Adherence API is now live, allowing teams to query for adherence related metrics such as adherence percentage, utilization and more directly from our API at the most granular interval levels. This is significant in enabling workforce managers, analysts, and a variety of folks across the teams we work with to perform their own adherence analysis. You can access the API docs here.
We have officially launched the Agent Scorecard report! This new report is aimed at providing you with a more comprehensive view of your agent’s overall adherence, as well as key metrics that measure your agent’s performance. We also provide the ability to display your agent's scores if a QA integration is enabled on Assembled.
For example, if you're trying to better draw relations your agent's adherence to their schedules for the past week, the Agent Scorecard provides you with the exact metrics to do so, without any significant effort.
We’ve written up a short document here for you to get a deep dive into our brand new report, and we’d love to hear what you think.
As part of the launch, we will also formally rename the Agent Performance report to the Team Performance report.
We’ve now created preset optimization cards for Lunch/Break events, as well as Standard events. For events labelled as Lunch/Breaks, we try to automatically find them on our customer’s behalf, reducing the manual configuration needed.
We’ve also improved the workflow, and created a short Loom for you here!
It’s now possible to select from hours, minutes or seconds when configuring your SLA metrics, and we also automatically do the conversion for you, based on the values that you fill in.
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All agent profiles now the agent’s local timezone, while automatically calculating and displaying the difference in time based on the user’s timezone.
We now allow for the setting of “less than” thresholds on our real-time dashboard, allowing you to have even more flexibility when keeping track of your data.
We’ve added a new feature that keeps track of all the changes made to your schedules, ensuring that no change goes unnoticed. This also serves as an easy way for users to automatically revert their schedules back to an earlier version. You can easily access this on the Staffing Timeline, by clicking on the “More” button located just below the graph.
In addition to the Staffing Timeline V2 launch, we now have a diagram for all your keyboard shortcuts that you’ll need when creating schedules for your agents. Say 👋 to increased productivity!
We’re thrilled to announce the New Staffing Timeline!
👀 Click here to watch a demo of the Staffing Timeline in action.
🗓 Click here for a complete list of all the features in this launch that will help make your scheduling experience more intuitive and efficient.
💡 Click here to access our blogpost.
We now support single sign on via Okta. We’re officially on the Okta Integration Network and we're Okta Verified. Contact us if you want to use Okta to sign in to Assembled.
Agents can now allow their managers to edit time off requests before approval. Check the “Editable by Manager” checkbox when making a request as seen below.
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In addition to Slack and the chat bubble in the bottom-right corner of our app, you can now reach us directly from the Assembled up for submitting feedback or accessing support.
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We've made a number of tweaks to improve your scheduling experience. We now smartly infer input times when you're creating or editing an event and have added a CMD+Enter keyboard shortcut to submit information in a create or edit event popover. We've also made the copy/paste behavior on the week view more predictable.
We've taken your feedback and are continuing to improve event optimizations! You can now easily take existing optimization rules and clone them into a new rule. You can also more seamlessly use templates and optimizations at the same time.
We've launched event optimizations! Check out the full blog post here.
Agent states are more powerful than ever! Our Kustomer integration now supports per-team agent states. If you're interested in trying out this feature, please contact us at support@assembled.
We also now report the "On Chat" state for all Zendesk Chat customers, providing more granularity in the realtime dashboard and allowing us to add occupancy to the agent performance report.
An all-too common scenario: an event that was created in Google Calendar gets pulled into Assembled and replaced a productive event. If that new event gets gets cancelled, deleted, or moved, it leaves a gap in an agent's schedule in Assembled. Now, Assembled will automatically (and intuitively) fill in the gap with the original productive event (that was replaced), which excludes things like lunch, breaks, or meetings that are set for a specific length of time. This means your agents are no longer wondering where they should be or what they should be doing if an event gets shifted!
On the Agent Performance Report, you can see messages sent after choosing a custom time range, or when daily reports are re-generated. Note: this does not apply to Salesforce, which doesn't currently support messages.
Now, backfilling and syncing is nearly 20x faster.
Events that originated in Google Calendar are displayed in Assembled (on the Staffing Timeline and Agent calendars) with a direct link to the event day in Google Calendar.
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Users now have more granular visibility into agent states within email-based support, which helps inform coaching and future staffing decisions. More detail here.
Teams with multiple restricted sites can now toggle between sites on their Realtime Dashboard. Before, they were only able to view the first restricted site listed. Additionally, restricted sites managers can now only undo the most recent group of event changes that they've made.
Users can export tickets to validate ticket mapping based on their contact platform. This can be done on the Queues page (dropdown) or on the Integrations page.
If you've deleted a Person (and chosen to keep their historical data), you can now restore them.
We've made some infrastructure improvements to how we display the Staffing Timeline to help make the page faster! This improvement is especially relevant for users with a large number of agents.
We've made our integration with the Assembled Zendesk Companion App more explicit via a shiny new card!
You can now drag events vertically, from one agent to another, on the Staffing Timeline.
We've made a number of enhancements to our new People page:
We've updated permissions to allow managers to add, invite, and export people. This makes their access more consistent, since they could already edit and delete people.
We hate waiting for templates to apply too. So we've made some performance improvements that make template application much faster!
We've made improvements to our Realtime infrastructure to help make your agent states data update even faster.
We've added the ability to publish an automatically generated schedule to a your actual schedule! This is still in beta, but contact us at support@assembled if you'd like to learn more about this feature.
Actions like dragging, creating, and editing events on the Staffing Timeline are much faster, especially for companies with a large number of events. We've also sped up initial page loads for some problematic pages.
We've made a number of enhancements and quality of life improvements to the Forecast Configuration page. We have better visual explanations, improved loading screens, and better error messages on this page.
We added support for zooming in to specific time ranges on the Agent Activity Report to make it easier to understand the data.
We've simplified agent state mappings by allowing you to assign entire categories of events to an agent state at once. For example, a single mapping can now be used to map all events that are classified as "timeoff" to the Zendesk Offline agent state. You can also map productive events by channel (e.g. all productive chat events) to an agent state.
If you'd prefer, you can always use the "Advanced" tab to map individual events to agent states as before.
The Agent Activity Report now shows a historical view of the ticket that someone was working on at any given time. The ticket will link back to Zendesk (if it originally came from Zendesk).
We've made the generated schedule graphs easier to read and understand at a glance.
We now show occupancy in the Agent Performance report for users integrating with Zendesk Talk, Twilio, or Serenova. Occupancy is the percentage of logged-in time that agents spend on call-related activities.
We now allow you to fine-tune your Zendesk Talk integration by setting up Queue Mappings. You can find more details here.
Power users, we're showing you some more love this week! We've added some keyboard shortcuts to the Forecasted vs. Actual and Staffing Heatmaps pages to help speed up your workflows.
See our blog post for more details on the new Light Mode.
Power users, rejoice! We've added some keyboard shortcuts to the Staffing Timeline to help speed up your workflows.
We now calculate your forecasted SLA when you're generating schedules for email teams.
You can now export the Agent Performance Report as a CSV 📄.
We've launched a new Agent States Settings interface to make it easier to understand your Agent State mappings at a glance. We think it looks a lot nicer too 💅.
As a beta feature, we now support importing users directly from intercom. You can access this under the "Add" button at https://app.assembled.com/settings/team.
Administrators can now invite team members in bulk at https://app.assembled.com/settings/team. This will send an invite email to all the selected team members and allow you to set up your team more quickly.
We now support showing realtime data for users who add an integration with Salesforce. Contact us at support@assembled.com if you'd like more details on setting this up.
Users can now delete generated schedules from an overflow menu on the Generations page. Contact us at support@assembled.com if you'd like more details on using the Generations page.
We've redesigned the settings page, grouping together related settings. We hope this makes it easier to find the setting you're looking for.
We've created a new report that shows a single timeline of activity across multiple platforms. It provides minute-by-minute details of an agent's activity and schedule adherence.
We've made it easier for you to operate with teammates in different locations. You can now add multiple secondary timezones on the Staffing Timeline. In addition, the secondary timezones will be saved between each login.
We've launched the Assembled App for Zendesk, which allows agents to view their own schedules as well as team schedules directly from within Zendesk. Learn more here.
You can now send Assembled conversation data via our API. If you've built your own platform or are using an unsupported platform, this allows you to populate data within Assembled and receive forecasts and historical reporting.
We've made visual improvements to our heatmap reports. They now better distinguish gradations in values by default, enabling you to understand the distribution of data more easily.
You are now able to set the minimum required number of people for any interval. This is especially useful for small teams that want to ensure all hours are staffed with at least a certain number of people.
We've fixed multiple bugs related to the Google Calendar read sync. Removing agents from your Google Calendar event will now correctly delete the event in Assembled for those agents for a number of different cases. We've also improved the UI to make it clearer which syncs you have authorized.
We've redesigned the Filter Settings and API Settings pages to make them easier to use. You can now create new API keys and revoke existing API keys.
We've automatically run adjusted forecasts so that you can better plan your staffing for the holiday months. These forecasts take into account previous years of holidays.
You are now able to explicitly exclude tick using the Ticket Mappings in the integration settings page. We've also made some general improvements to Queue Mappings.
We've redesigned the agent overview page to provide a cleaner way to visualize an agent's information. Agents should have an easier time seeing their schedule and filter values.
The realtime dashboard now allows you to see how agents are performing based on team, site, or queue. You can use this to get a quick sense of how a support team is doing across a large number of agents.
You can now choose an arbitrary time frame for the Forecasted vs. Actual Report and have the data broken down into either hourly or daily granularities. This makes it much easier to see service levels and contact volume over time.
We now support the ability to format dates and times according to your location. You can change your date format to one of a number of different locales (e.g. America MM/DD/YYYY or Great Britain DD/MM/YYYY).
It's now easier to configure your integration and data mappings with Kustomer. You can now quickly change how data from Kustomer gets moved into Assembled.
You can now upload a large number of users and agents via CSV in the Team Settings page.
You can now edit and delete events that have been pulled into Assembled from a Google Calendar. This will allow managers to update events and staffing calculations directly in Assembled without having to go back to Google Calendar to make changes. We also fixed some issues preventing swapped shifts from syncing.
You can now retrieve Assembled's hourly forecasts or provide your own forecasts directly via our API. In addition, we've updated our /requirements endpoint to include the required hours and required staffing we project based on these forecasts.
We've added more descriptive tooltips to the Staffing Heatmaps. You can now hover over a cell in the heatmap to see information about how a requirement was generated or the predicted service level given your scheduled staffing.
We've made many styling and interaction updates for the Staffing Timeline, including better styling for long event descriptions, fixed timezone offsets, more consistent menus when creating an event, and much more. We've also rolled out full support for Chromebook users, who previously had issues with interactions involving meta keys.
Managers are now able to unsync a user's calendar. A number of other issues and inconsistencies with Google Calendar syncs have been addressed as well.
We've made a number of improvements to the stability and usability of our Google Calendar syncs. We've also streamlined the process for customizing the mapping of Google Calendar events to Assembled events.
It's now easier to configure your integration and data mappings with Zendesk or Intercom. Our data feed also runs more quickly with close to realtime volume data.
We've invested a lot of effort in reducing the number of bugs that users run into. Most prominently:
We've launched major improvements to our scheduling experience. New features include copy and paste, default event types, drag creation of new events, and much more. Together, these updates provide a smooth and improved scheduling process for teams of all sizes.
The reverse Google Calendar sync allows teams to bring events from Google Calendar into Assembled. Now, you can customize how keywords in Google Calendar events get mapped to specific event types in Assembled. For example, an event with the string [1-on-1] in the title could automatically populate as a 1-on-1 event type in Assembled.
We've made a number of performance improvements to Settings > Team. The page now loads over 10x faster on average, which should be especially evident for large teams. In addition, you can now search by someone's full name as well as their email.
Dragging or resizing an event on the Staffing Timeline now creates an outline visualizing the pending change. We've also made major performance improvements when performing these actions, as well as when creating or editing events.
We've introduced a sortable list view to make it easy to see everything clearly when you have a lot of templates. We've also made a number of performance improvements when applying them.
Our previous Google Calendar integration synced events from Assembled into a Secondary Calendar. With the new Primary Calendar feature, you can now sync directly onto the same calendar you use for meetings, sharing with coworkers, and other planning. Click here to learn more.
We broadly revamped our infrastructure to support the prior holiday season. In addition, we now support basic forecasts based on 4 or 8-week average volume, which can be compared against our custom machine learning-based models. Finally, we added support for forecasting inbound Messages, in addition to Cases or Tickets. Contact us if you'd like to learn more.
Changing your password now requires you to re-enter your previous password. We've also made several backend changes suggested by our security partners. Contact us if you'd like to learn more.
We’ve made many small changes to improve readability within the Staffing Timeline. In addition, you can now add a second time zone to the header, which makes it easier to schedule across different time zones. This functionality is also available in Templates, making it easier to create templates for multiple regions.
We now support automatically approving or denying requests for any combination of agent attributes (queues, sites, etc). This means you can set one rule for everyone working the “Support" queue as well as a different, more specific rule for those working in the "Support" queue and based in the “Portland” site. Contact us if you'd like to learn more.
Applying templates now is smarter: instead of deleting any events that overlap existing ones, we keep the parts of the event that aren’t conflicting.
We’ve rebuilt our navigation bar to make it easier to find what you’re looking for on Assembled. In addition, we’ve reorganized various settings pages to make configuration more straightforward. Finally, we’ve standardized lexicon across the application and our Help Center.
We’ve researched which settings, such as sorting and event history, are most impactful for day-to-day users. We’ve broadly improved the defaults for new users, allowing them to be more productive, sooner.
In addition to syncing out to Google Calendar, we’ve had lots of users ask for the ability to sync events into Assembled. We’ve already seen this feature used in a broad array of workflows: to schedule team meetings or 1:1s, to indicate availability, and even to add basic reporting to Google Calendar events. Contact us if you’d like to try this feature.
We now have an out-of-the box integration with Kustomer. Now Kustomer customers can use Assembled to generate forecasts and determine staffing needs. If you use Kustomer and want to up-level your support team, contact us to learn more.
We’ve improved the way we backfill data from Zendesk after you hit connect—this way you can get up and running with Assembled faster. As a result, we’ll also be able to generate more accurate forecasts with a larger volume of data. We’ve also significantly improved the performance and stability of our integration with Google Calendar.
Our out-of-the-box integration with Intercom is now out of beta. Thanks to Hopper and various others for their feedback and early partnership! You can learn more in the Intercom App Store or by contacting us.
Templates allow you to make sweeping changes to the full team schedule. However, this can also make them stressful or unwieldy to use. We now support the ability to undo changes from a just-applied template.
We added permanent scrollbars to the Schedule Analytics report, which is one of our most heavily used reports. In addition, we added the ability to select and deselect all metrics, which simplifies configuration for users with a large number of event types.
We’ve made usability improvements to scheduling within the Staffing Timeline. Specifically, we've made it easier to create and edit events by: adding search for all event type fields, ensuring new events respect the boundaries of existing events, and improving various design elements, such as the preview circle. Finally, we fixed a bad bug that caused schedule changes to be hidden after using Undo and/or Redo.
You can now distinguish an agent’s queue from their secondary queues. This allows you to view all agents who can flex into other queues when needed, even if they don't normally handle that type of work. To enable this feature, please contact us.
We now support queue-specific configurations for inputs such as handle time and target response time. This allows you to account for queues that may have very different characteristics, such as a low-touch generalist queue versus a high-touch specialist queue. See here for more on how to configure staffing requirement calculations.
We’re continuing to make improvements to the overall scheduling experience. We’ve updated our font to make schedules easier to read, added a setting to show the start time and duration directly on an event’s display block, and revamped each event’s time input. We’ve also made various usability updates to the Staffing Timeline.
Account administrators can now easily change data mappings for our Zendesk and Kustomer integrations. You can use keywords to map tickets and cases to specific queues and change these data mappings dynamically. To enable this feature, please contact us.
We’ve released an official Go client to make it easier to integrate with the Assembled API.
There is now an option to “Show Event Times” which will display an event’s information in the timeline display. We’ve also improved some slow and cumbersome hover interactions on the Staffing Timeline.
