AI-powered WFM that prepares you for anything
Trust that teams are always in the right place at the right time with precise forecasting, automated scheduling, and robust real-time insights. Whether you're managing in-house, AI, or BPO agents, coverage adapts to your needs, no matter what comes your way.
Staff live and async channels
Plan with confidence using advanced machine-learning models that understand your unique patterns and account for both human and AI coverage.
Staff precisely for all types of work — transfers and escalations, email backlog, specialized queues, seasonal shifts, or omnichannel cases.
Use our out-of-the-box forecast models or import your own via API or CSV. Account for patterns unique to your business — Black Friday spikes, back-to-school rushes, marketing campaigns, and more.
Staffing plans account for AI agent capacity alongside human resources. Understand when AI can handle baseline coverage and when you need human expertise, all in one unified forecasting view.
Automated scheduling at scale
Orchestrate human and AI agents seamlessly without building schedules by hand, manually approving PTO, or fixing compliance violations.
Flexible templates and automations handle the heavy lifting. Set rules and constraints for different channels and queues, and let our schedule generation tool take care of the rest.
Let agents trade shifts directly, request time off with automated approvals, and claim voluntary overtime or extra work when available. Smart guardrails ensure coverage while giving agents control.
Automations insert lunches and training sessions where they belong. Built-in protection with automatic schedule checks for breaks, overtime, and shift limits prevents violations before they become problems.
"Schedule generation turns what used to be an hour-plus task every Friday into just five minutes with only a few clicks. It's done a fantastic job of streamlining everything — easily my favorite Assembled feature!"
"Assembled Vendor Management gives me real-time data on our BPOs’ schedules, shrinkage, adherence, and more — visibility I never had before. I can now see months ahead, gain insights to optimize our budget, and ensure maximum coverage during peak periods."
“In other WFM systems I used, the accuracy hovered around 80%. With Assembled, the forecast was so accurate that I didn’t need to spend time importing a daily forecast in the tool anymore. I trust what I see - at least 90% if not higher. And in terms of time saved, I spend 50% less time on the forecasting piece than I did previously.”
Actionable real-time insights
Monitor both human and AI agent performance with real-time alerts that let you make intraday adjustments on the spot and maintain SLA levels.
Out of adherence notifications have customizable thresholds for all your agents. Get Slack and email alerts delivered right where your team works, whether you're at your desk or on the go.
See forecast vs. actual comparisons, agent states, and performance across all channels. Understand how AI agents are performing and adjust human staffing accordingly.
Track occupancy, adherence, and productivity metrics with configurable settings. Automatic time tracking and end-of-shift monitoring eliminate clocking in and out while keeping teams accountable.
Maximize BPO outcomes
Streamline BPO relationships with transparent reporting, automated syncing, and accurate invoice validation.
Upload your capacity plan and have vendors confirm requirements in the BPO Planner. Allocate forecasts across multiple BPOs and compare previous requirements with current ones instantly.
Integrate with the WFM platforms your BPOs use for a single source of truth. Map activity codes to match events, view schedules synced every few minutes, see live agent states, and grant permissioned vendor access.
The Billing Report shows productive and billable non-productive time with customizable rules for each vendor and CSV exports for accounting teams.
.avif)
