Everything your team needs, wherever they are
A support agent's day moves fast, and it doesn't always happen at a desk. Between calls or tickets, on a break, or on the bus home, they need to know what's next, what's pending, and whether they're on track.
When your tools aren't built for the way agents actually work, agents feel it. And, eventually, so do you. What looks like a small UX problem becomes a real operating cost. That's why we rebuilt the Assembled agent experience from scratch, in partnership with real agents.
The result: a mobile-first experience that's delightfully simple, with everything your frontline team needs in one place. The new Assembled mobile experience meets your team anywhere, anytime, and on any device.
What real support teams asked for
We interviewed dozens of support agents to uncover how they use Assembled today, and how they'd like to use it.
A few things came through loud and clear during our testing:
- Agents love having their schedule, requests, and quick actions in one place.
- Speed and simplicity beat feature overload ("It's nice not to click too many things," they told us).
- Peace of mind matters. The thing agents want, more than any feature, is to know at a glance that they are doing what they are supposed to be doing.
Here’s how that shaped the new experience:
Their work, easy to manage from anywhere. With an intuitive design and simple click paths, agents can easily check their schedule, swap shifts, and create requests from anywhere.
Trusted list of to-dos at a glance. A friendly home page shows what's next, what's pending, and a clear confirmation that they're on track for the day. The home page automatically stays updated, so agents know if their schedule changes or there are OT or VTO opportunities available.
Part of the broader Assembled ecosystem. Schedule changes, shift updates, and request statuses flow automatically into Google Calendar and Slack. Agents see what they need to see, where they're already looking.
Their performance, on their terms. Adherence, handle time, CSAT, and cases solved, all in one place, updated throughout the day. Agents can track their own progress, set personal goals, and walk into coaching with the full picture.
Built for people doing the work
Your agents work hard. They deserve a tool that respects their time, meets them where they are, and works just as hard as they do.
Want to see it in action? Get a demo and we'll show you how Assembled can put your support team in the driver's seat, wherever they are.
