What’s new

Apr 1, 2020

Improvements to scheduling

We’ve made usability improvements to scheduling within the Staffing Timeline. Specifically, we've made it easier to create and edit events by: adding search for all event type fields, ensuring new events respect the boundaries of existing events, and improving various design elements, such as the preview circle. Finally, we fixed a bad bug that caused schedule changes to be hidden after using Undo and/or Redo.

Secondary queues

You can now distinguish an agent’s queue from their secondary queues. This allows you to view all agents who can flex into other queues when needed, even if they don't normally handle that type of work. To enable this feature, please contact us.

Queue level configurations

We now support queue-specific configurations for inputs such as handle time and target response time. This allows you to account for queues that may have very different characteristics, such as a low-touch generalist queue versus a high-touch specialist queue. See here for more on how to configure staffing requirement calculations.

Other features and bug fixes

  • Time off requests now display with a simplified time range
  • We fixed an issue where ticket metrics for Zendesk were empty in the Realtime Overview

Mar 18, 2020

Intercom integration

Our out-of-the-box integration with Intercom is now out of beta. Thanks to Hopper and various others for their feedback and early partnership! You can learn more in the Intercom App Store or by contacting us.

Undo applied templates

Templates allow you to make sweeping changes to the full team schedule. However, this can also make them stressful or unwieldy to use. We now support the ability to undo changes from a just-applied template.

Improved usability of Schedule Analytics

We added permanent scrollbars to the Schedule Analytics report, which is one of our most heavily used reports. In addition, we added the ability to select and deselect all metrics, which simplifies configuration for users with a large number of event types.

Other features and bug fixes

  • Timezones now use location-based identifiers like America/Los Angeles
  • We fixed an issue where drag-and-drop did not work consistently for multiple selected events
  • We fixed an issue where Reverse Google Calendar Sync did not reflect modified or deleted events

Mar 4, 2020

Kustomer integration

We now have an out-of-the box integration with Kustomer. Now Kustomer customers can use Assembled to generate forecasts and determine staffing needs. If you use Kustomer and want to up-level your support team, contact us to learn more.

Major improvements to existing integrations

We’ve improved the way we backfill data from Zendesk after you hit connect—this way you can get up and running with Assembled faster. As a result, we’ll also be able to generate more accurate forecasts with a larger volume of data. We’ve also significantly improved the performance and stability of our integration with Google Calendar.

Other features and bug fixes

  • Update multiple schedules via the API
  • View reasons when reviewing time off requests
  • We fixed an issue where the start of the week was sometimes saved incorrectly

Feb 14, 2020

Simpler, more intuitive navigation

We’ve rebuilt our navigation bar to make it easier to find what you’re looking for on Assembled. In addition, we’ve reorganized various settings pages to make configuration more straightforward. Finally, we’ve standardized lexicon across the application and our Help Center.

Smarter defaults

We’ve researched which settings, such as sorting and event history, are most impactful for day-to-day users. We’ve broadly improved the defaults for new users, allowing them to be more productive, sooner.

Sync events in from Google Calendar

In addition to syncing out to Google Calendar, we’ve had lots of users ask for the ability to sync events into Assembled. We’ve already seen this feature used in a broad array of workflows: to schedule team meetings or 1:1s, to indicate availability, and even to add basic reporting to Google Calendar events. Contact us if you’d like to try this feature.

Other features and bug fixes

  • Track how closely our forecasts track with actual incoming tickets. Contact us if you'd like to learn more
  • Create, edit, and delete event types via the API

Jan 31, 2020

Visual improvements to Staffing

We’ve made many small changes to improve readability within the Staffing Timeline. In addition, you can now add a second time zone to the header, which makes it easier to schedule across different time zones. This functionality is also available in Templates, making it easier to create templates for multiple regions.

Set rules for Time Off

We now support automatically approving or denying requests for any combination of agent attributes (queues, sites, etc). This means you can set one rule for everyone working the “Support" queue as well as a different, more specific rule for those working in the "Support" queue and based in the “Portland” site. Contact us if you'd like to learn more.

Smarter Templates

Applying templates now is smarter: instead of deleting any events that overlap existing ones, we keep the parts of the event that aren’t conflicting.

Other features and bug fixes

  • Set per-agent skills, analogous to queues, sites, etc.
  • Create, edit and delete queues, teams, sites, and skills via the API
  • We’ve standardized terminology across the application and site

Jan 15, 2020

Major improvements to Templates

We've introduced a sortable list view to make it easy to see everything clearly when you have a lot of templates. We've also made a number of performance improvements when applying them.

Sync events onto a Primary Calendar

Our previous Google Calendar integration synced events from Assembled into a Secondary Calendar. With the new Primary Calendar feature, you can now sync directly onto the same calendar you use for meetings, sharing with coworkers, and other planning. Click here to learn more.

Major improvements to Forecasting

We broadly revamped our infrastructure to support the prior holiday season. In addition, we now support basic forecasts based on 4 or 8-week average volume, which can be compared against our custom machine learning-based models. Finally, we added support for forecasting inbound Messages, in addition to Cases or Tickets. Contact us if you'd like to learn more.

Security features

Changing your password now requires you to re-enter your previous password. We've also made several backend changes suggested by our security partners. Contact us if you'd like to learn more.

Other features and bug fixes

  • Configure the start of the week to Sunday or Monday. Contact us if you'd like to make this change
  • We now correctly truncate events longer than the template time range when saving a Template
  • We now correctly indicate the current time when custom business hours are configured

Jan 2, 2020

Improved team administration

We've made a number of performance improvements to Settings > Team. The page now loads over 10x faster on average, which should be especially evident for large teams. In addition, you can now search by someone's full name as well as their email.

Improved event editing

Dragging or resizing an event on the Staffing Timeline now creates an outline visualizing the pending change. We've also made major performance improvements when performing these actions, as well as when creating or editing events.

Other features and bug fixes

  • Create activities in bulk via the API
  • Include existing forecasts and requirements when generating schedules
  • We now correctly count productive and unproductive events in the Schedule Analytics report