Real-time workforce management for support teams

Real-time workforce management

Real-time workforce management for support teams

Assembled’s real-time workforce management tools ensure your support operation thrives under any circumstance and empower teams to meet customer expectations every time, without missing a beat. With instant insights, seamless adjustments, and actionable data, Assembled transforms how teams operate day to day.

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scheduling, forecasting, and reporting illo

"Before Assembled, everything was manual — adherence wasn’t even a concept, and we were tied to static schedules that couldn’t adapt in real time. With Assembled, we’ve seen a 30% increase in adherence and the ability to make intraday updates in just a few minutes. The time savings and visibility are huge for our team."

Blaine Maynard Workforce Management Lead, Kin Insurance

Monitor your entire workforce in real time

Your support team is constantly in motion, and staying aligned across multiple locations, channels, and teams can be a real challenge. Assembled’s customizable real-time dashboards give a unified view of the metrics that matter most, so you can monitor performance, ensure SLAs are met, and keep operations running smoothly.

Live agent states and metrics that show who’s available, busy, or out of adherence
SLA monitoring across every channel
Insights that help track tickets in real time and identify bottlenecks
Visibility to see the full picture of performance across in-house, outsourced, and AI support

Jump into action quickly

Being ready to react to change is critical for effective workforce management. Assembled’s real-time tools let you make adjustments on the fly without disrupting your operation. From schedule tweaks to workload rebalancing, you can take quick, decisive action to keep SLAs on track and agents supported.

Drag-and-drop scheduling to easily move agents between channels or queues
Easy workload rebalancing to shift resources and prevent backlogs
Automated Slack notifications with predefined rules for performance thresholds

Uncover insights to drive better performance

In workforce management, knowledge is power. Assembled’s robust reporting lets you dive into agent-specific metrics, identify trends, and uncover areas for improvement. Whether it’s enhancing productivity or coaching agents more effectively, Assembled empowers you to make data-driven decisions.

Analyze agent performance with detailed views of adherence, cases solved, and QA scores
Track productivity trends to understand how metrics change over time
Diagnose issues instantly with real-time and historical reporting
Improve agent coaching by using detailed metrics to provide actionable feedback

Optimize asynchronous support channels

Assembled makes it easy to manage support operations, no matter the channel. Real-time insights into email backlogs, SLAs, and productivity allow you to manage asynchronous support with the same precision as live channels.

Live backlog monitoring to prioritize tickets efficiently
SLA compliance tracking to ensure emails and other asynchronous channels meet goals
Configurable productivity settings to optimize response times and staffing requirements
Unified metrics to manage asynchronous and live channels side-by-side

Frequently asked questions

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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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