The Assembled advantage

Move fast and adapt to anything as a team
Transform how support teams operate
Scale quality across in-house and BPO teams

Features built to scale and adapt with you

Features built to scale and adapt with you

Forecasting

Automatic forecasting
Our forecasts are built by machine learning experts and accurate within 10% out of the box.
Multi-channel forecasting
See accurate forecasting across all of your support channels, skill, and queues in one unified dashboard.
Seasonality, trends, and outlier detection
We know forecasts aren’t one-size-fits-all. Our forecast adapts to your unique needs so you’re always ready for anything.
Manual overrides and adjustments
It’s your forecast, your way. Add manual adjustments to Assembled’s existing model for upcoming events or promotions.
Queue-specific forecasting
We enable teams to get specific with their forecasting, down to the individual queue, for the most accurate staffing requirements.
Arrival pattern generation
Use our API to upload your own forecast. Assembled will automatically apply arrival pattern data and generate accurate staffing requirements.
Email backlog
Visualize your historical email backlog and simulate future backlog scenarios, and get an even more accurate SLA prediction that accounts for your business hours.
Forecast uploads
If you’ve already got your own forecast figured out, you can easily upload it via our API or CSV and let Assembled generate staffing requirements meant to hit your SLAs.

Scheduling

Scheduling templates
Our forecasts are built by machine learning experts and accurate within 10% out of the box.
Team scheduling
See accurate forecasting across all of your support channels, skill, and queues in one unified dashboard.
Seamless time off management
We know forecasts aren’t one-size-fits-all. Our forecast adapts to your unique needs so you’re always ready for anything.
Google Calendar and Slack integrations
It’s your forecast, your way. Add manual adjustments to Assembled’s existing model for upcoming events or promotions.
Agent-driven scheduling
We enable teams to get specific with their forecasting, down to the individual queue, for the most accurate staffing requirements.
Customizable event types
Use our API to upload your own forecast. Assembled will automatically apply arrival pattern data and generate accurate staffing requirements.
Event optimizations
Visualize your historical email backlog and simulate future backlog scenarios, and get an even more accurate SLA prediction that accounts for your business hours.
Version history
If you’ve already got your own forecast figured out, you can easily upload it via our API or CSV and let Assembled generate staffing requirements meant to hit your SLAs.
Efficient scenario testing
If you’ve already got your own forecast figured out, you can easily upload it via our API or CSV and let Assembled generate staffing requirements meant to hit your SLAs.

Realtime management

Real-time dashboard
See a unified view of all support channels and agent states in real-time, to monitor agent adherence and inform any intraday changes.
Agent scorecard
Dive into the details of agent performance and quickly react to gaps in productivity. See individual agent metrics like QA, occupancy, SLA, and more.
Time tracking (in Zendesk)
Get granular data to understand where your team is investing their time, down to the agent state and individual tickets.
Team performance reporting
Quickly diagnose any gaps in SLA or low adherence with the Team Performance Report.

Performance management

Agent scorecard
Dive into the details of agent performance and quickly react to gaps in productivity. See individual agent metrics like QA, occupancy, SLA, and more.
Schedule analytics
Get granular data about how and where agents spend their time, filtered down by channels, teams, or queues.
Team performance reporting
Quickly diagnose any gaps in SLA or low adherence with the Team Performance Report.
Forecast accuracy reporting
Review how accurately your forecast predicted your contact volume, on any channel, for any timeframe.
Trends report
View all contact volume data in aggregate or separated by channel, and toggle between different time intervals for more granular metrics.
Staffing heatmaps
See intraday staffing patterns with a heatmap overlay to easily identify periods of over or under-staffing.
Ticket lifecycle tracking
Follow the path of any ticket and see escalation and transfer rates across all channels, teams, and queues.

Vendor management

Multi-vendor forecasting
Plan for short- and long-term needs for each BPO by using our forecast or uploading your own via API or CSV.
Vendor requirement allocations
Break down your forecast by vendor and distribute headcount requirements to each.
Allocation commitment
Allow vendors to confirm or deny requested staffing and lock in headcount right within Assembled.
Real-time dashboard
Monitor daily adherence, occupancy, and SLA  across all vendors to inform any needed intraday changes, or to recommend agents for reassignment or coaching.
BPO scorecard
Set benchmarks for vendors and ensure you’re getting maximum performance with schedule analytics, adherence reporting,  escalation and transfer rates, and more.

Metrics management

REST API
Plan for short- and long-term needs for each BPO by using our forecast or uploading your own via API or CSV.
Learn more
CSV uploads
Break down your forecast by vendor and distribute headcount requirements to each.
CSV exports
Allow vendors to confirm or deny requested staffing and lock in headcount right within Assembled.
Integrations
Monitor daily adherence, occupancy, and SLA  across all vendors to inform any needed intraday changes, or to recommend agents for reassignment or coaching.

See us in action.

Want to know how Assembled can help your team rise to the occasion? Set up time with us to learn more!

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