Back office management

Deliver faster outcomes with back-office teams

Unlock major efficiencies while ensuring that back office teams deliver timely, high-quality customer experiences.

scheduling, forecasting, and reporting illo
“Working in support, you get the customer perspective. When you move to other departments you take that with you.”
Eric Frost Support Lead, Umbraco

Configure forecasts to mirror your business reality

Have it your way, whether it’s with our forecast models or yours. And as things change for your business, Assembled offers control and more configuration options to fine-tune your forecasts as required.

  • Accurate, out-of-the-box forecast models in your preferred lookback window
  • Seasonality model that accounts for your business’ unique patterns and peaks
  • Custom model import options with API or CSV
  • Forecast by queue, channel, or site

Rely on smart customization for optimal planning

Customer-centric businesses don’t just set and forget their forecast, especially as the world around us changes. Assembled’s intelligent forecasting experience includes helpful automation as well as intuitive ways to make manual adjustments.

  • Mix and match your forecasts with our out of the box models to arrive at precision most efficiently
  • Outlier detection and removal suggestions
  • Manual adjustments to prepare for upcoming events
  • 15, 30, and 60 min forecasting and staffing intervals
  • Historical arrival patterns auto-applied to forecasts
  • Configure based on dynamic interval-level average handle time to make Erlang-C inputs more precise
zendesk forecasting configuration illo

Reimagine how you staff for email support

Thanks to Assembled, your email SLA now accounts for existing and forecasted backlog and business hours. Take it one step further by visualizing your historical backlog and see how it might change in the future.

  • Visibility into historical and predicted backlog
  • Staffing simulations based on different SLAs, target response times, and email productivity levels
  • Enhanced SLA calculations that account for backlog and business hours

Translate requirements to your staffing plan

These numbers are only as good as your ability to action on them. In three clicks or less, you’ll get a clear picture of staffing requirements by channel, which directly informs your short-term scheduling and your longer-term headcount strategy, especially when you’re asked: “Do you really need to hire another 5 agents?”

zendesk forecasting configuration illo

Sync with your data wherever it lives

Ensure there’s no disruption to your back office team’s workflow by using our API to flow data back and forth between Assembled and the platforms that matter.

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!

request demo