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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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
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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!