WFM for teams running on Zendesk
Assembled connects directly to Zendesk, pulling agent status, surfacing schedules in the agent workspace, tracking adherence in real time, and forecasting accurately across every channel your team works in.
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Always know what your agents are doing
Assembled pulls standard and custom unified agent statuses directly from Zendesk, so your adherence data reflects what's actually happening across every channel — not just what agents manually reported.
Schedules where agents already work
The Assembled App for Zendesk surfaces each agent's schedule directly in the Zendesk workspace. Real-time updates and calendar reminders mean agents always know what's next without leaving the tool they're already in.
Forecast and schedule across every channel
Assembled connects to Zendesk Talk, email, live chat, and messaging, pulling volume data for each channel so your forecasts and schedules reflect your actual workload. Use Assembled's forecasts or import your own, then layer in queue configuration, schedule templates, and event adjustments from there.
No more accidental offline statuses
The Assembled Chrome extension limits agents to one open Zendesk tab at a time, preventing the accidental status drops that throw off your adherence data. What you see in your real-time dashboard is what's actually happening.
Full time tracking, inside Zendesk and out
Assembled automatically tracks agent activity in Zendesk and surfaces it across your Real-time Dashboard, Team Performance Report, and Agent Scorecard. Aux codes let you capture work that happens outside Zendesk too, so your adherence and performance data reflects the full picture of how your team spends their time.
“Having workforce management and AI support under one roof was also a major differentiator. It’s not just about having agents handle contacts quicker — it’s about orchestrating the entire operation.“
“Fundamentally, telehealth providers can all prescribe the same medications. The differentiation is in the experience. Providing a high-quality support experience is an essential part of driving the business.“
“An AI copilot can easily take away all of the work that isn’t about talking to and understanding our customer. This means we get to keep our agents focused on the human connections.“
“WFM has introduced a step-change improvement to our workforce operations. We’ve replaced manual processes with automated insights and now leverage the Assembled platform to drive strategic workforce planning decisions.“