What’s new

November 3, 2021

Event optimizations

We've launched event optimizations! Check out the full blog post here.

More accurate agent states on Kustomer and Zendesk

Agent states are more powerful than ever! Our Kustomer integration now supports per-team agent states. If you're interested in trying out this feature, please contact us at support@assembled.

We also now report the "On Chat" state for all Zendesk Chat customers, providing more granularity in the realtime dashboard and allowing us to add occupancy to the agent performance report.

Other features and fixes

  • We improved the accuracy of our first response time calculations for Zendesk Talk.
  • We fixed a bug in our holiday forecast adjustments that was causing them to be lower than expected.
  • We fixed a bug causing erroneous SLAs for a small number of customers under certain circumstances.

October 15, 2021

Smoother, more intuitive Events experience

  • Agent schedules now jump to the first event in their view (for day and week view)
  • Made a change to the "Event details view" menu that helps keep all details contained, especially when the description or link is long
  • The Google Calendar marker on the Staffing Timeline now moves with events when dragged, and also hides events that have been filtered out
  • Made it so that event edits via dragging are activated by a small activation area

Improvements to the reporting UI 

  • Added a new metric to the Realtime dashboard which allows teams to measure work in more granular way (e.g., messages vs tickets)
  • Added a newly virtualized schedule analytics report, which means way less lag on this report for larger customers
  • Added selection arrows on the Agent Performance Report column headers to improve discoverability of sorting feature
  • Added imported agent ID and email columns on Agent Performance and schedule analytics CSV exports
  • Made it so that columns toggled on schedule analytics (count, total, duration) will reflect on the exported report.

Performance fixes, bug fixes, and feature optimization

  • Fixed a bug with default queue mappings where sometimes a ticket would not get mapped to the default queue
  • Fixed a bug where tags/keyword suggestions wouldn’t load in the “add queue” interface for select Kustomer users
  • It’s now possible to add a Ticket exclusion for Zendesk Talk
  • Users can now update teams via CSV agent upload

September 14, 2021

Make sure gaps in schedules are filled!

An all-too common scenario: an event that was created in Google Calendar gets pulled into Assembled and replaced a productive event. If that new event gets gets cancelled, deleted, or moved, it leaves a gap in an agent's schedule in Assembled. Now, Assembled will automatically (and intuitively) fill in the gap with the original productive event (that was replaced), which excludes things like lunch, breaks, or meetings that are set for a specific length of time. This means your agents are no longer wondering where they should be or what they should be doing if an event gets shifted!

New metric alert: messages sent

On the Agent Performance Report, you can see messages sent after choosing a custom time range, or when daily reports are re-generated. Note: this does not apply to Salesforce, which doesn't currently support messages.

Lightning fast backfilling and syncing

Now, backfilling and syncing is nearly 20x faster.

Performance fixes, bug fixes, and feature optimization

  • Fixed a bug that prevented users from clicking “please connect agent profile” on the Realtime Dashboard
  • Fixed a bug related to copy/paste row not working across days/weeks
  • Fixed bug where tags/keyword suggestions wouldn’t load in the “add queue” interface
  • Fixed a bug where shortcuts such as “delete” were firing and deleting events when a user was editing a text field
  • Fixed a bug that was causing event changes in Google Calendar to not propagate correctly in Assembled
  • Changed sorting arrow direction on the Agent Performance Report
  • Added the ability to deactivate forecast models under /forecasts/manage
  • Hid away the optional fields related to agents in the People creation/edit modal
  • Added the ability for users to update teams via CSV agent upload
  • Added imported agent ID and email columns on agent performance and schedule analytics CSV export
  • Improved the movement of the Google Calendar marker on the Staffing Timeline
  • Added selection arrows on agent performance report column headers to aid sorting

August 18, 2021

Optimizing the Google Calendar experience

  • For teams using a team-wide Google Calendar, default event mappings are automatically created if they don't already exist, which helps ensure events are syncing into Assembled
  • For private Google Calendar events, we no longer sync titles and descriptions, and will instead display "busy"
  • We've fixed a bug that prevented users from deleting the Google Calendar integration if their Google account was no longer active
  • We've added a triangle indicator (that can be turned on or off) next to events that originated in Google Calendar
  • Google Calendar source markers now only appear in the Day view, vs Week/Month
  • We now sync Google Calendar events up to 365 days into the future!

Introducing a shiny, highly usable integrations page

  • Users have more visibility into how their data backfills are going

  • We've improved validation for users when authorizing Zendesk
  • Users can now disable and re-enable integrations on their own

Get more out of your data in and across Assembled

  • We've added support for viewing platform ids on the People page
  • We've added support for exporting platform ids in the CSV export
  • We now support copy/pasting events across windows, like between the Staffing Timeline and a template (so don't be alarmed if you see a pop-up notification asking for access to your clipboard!)
  • We've added the ability to filter out deleted people on the People page - a popular user request!

Performance fixes, bug fixes, and feature optimization

  • Users can now toggle between and promote any forecast model to be 'current', which will prompt a new forecast to be generated
  • Updates to past events are now synced to Assembled
  • We've fixed a bug with the menu overlap on the Staffing Timeline
  • When agents swap shifts, the correct event name will now be displayed
  • We've fixed a bug that was affecting forecast accuracy metrics with smaller time windows
  • We've fixed a bug that was preventing agent states from being mapped via API.
  • Full screen loading indicator is now Assembled-themed

July 26, 2021

Seamless event linking between Assembled and Google Calendar

Events that originated in Google Calendar are displayed in Assembled (on the Staffing Timeline and Agent calendars) with a direct link to the event day in Google Calendar.

Time tracking for Zendesk Support

Users now have more granular visibility into agent states within email-based support, which helps inform coaching and future staffing decisions. More detail here.

Updates to restricted site permissions

Teams with multiple restricted sites can now toggle between sites on their Realtime Dashboard. Before, they were only able to view the first restricted site listed. Additionally, restricted sites managers can now only undo the most recent group of event changes that they've made.

Easy ticket export based on contact platform

Users can export tickets to validate ticket mapping based on their contact platform. This can be done on the Queues page (dropdown) or on the Integrations page.

Other features and fixes

  • We optimized syncing between Google Calendar and Assembled.
  • We made some updates to Staffing Timeline drop-downs.

July 9, 2021

Deleted Person restoration

If you've deleted a Person (and chosen to keep their historical data), you can now restore them.

Faster, more fluid Staffing Timeline

We've made some infrastructure improvements to how we display the Staffing Timeline to help make the page faster! This improvement is especially relevant for users with a large number of agents.

Integration card for Zendesk Companion App

We've made our integration with the Assembled Zendesk Companion App more explicit via a shiny new card!

Other features and fixes

  • The forecast accuracy config tool now uses 1-hour time intervals instead of 15-minute intervals.
  • On the Templates page, you can now click the name of your template to open it, instead of using the View option (finally!).
  • Fixed a minor visual bug on the login page.
  • We improved some verbiage on our Queues page.

June 23, 2021

Vertical drag support on the Staffing Timeline

You can now drag events vertically, from one agent to another, on the Staffing Timeline.

More shortcuts for the Staffing Timeline

  • You can now use the Shift key to select multiple events.
  • After you select events, you can delete them with the Backspace or Delete key.

People page enhancements

We've made a number of enhancements to our new People page:

  • We added support for viewing and editing Restricted Site.
  • We added the ability to bulk edit people's Skills.
  • If a person is Staffable, you can now click their name to view their calendar.
  • When deleting a person, you can now choose between keeping or deleting their historical data.

Manager permissions

We've updated permissions to allow managers to add, invite, and export people. This makes their access more consistent, since they could already edit and delete people.

Faster Template application

We hate waiting for templates to apply too. So we've made some performance improvements that make template application much faster!

Other features and fixes

  • Fixed an issue that caused the forecast panel in the staffing page to sometimes go blank.
  • We added support for creating Kustomer queue mappings on queue ID.
  • We fixed an issue where saving a template would fail if you had deactivated an person who had conflicting events on their schedule.
  • We modified access rights to allow people with the Basic permission to set up an integration with Google Calendar for themselves.

May 28, 2021

Realtime accuracy improvements

We've made improvements to our Realtime infrastructure to help make your agent states data update even faster.

[Beta] Apply automatically generated schedules to the staffing timeline

We've added the ability to publish an automatically generated schedule to a your actual schedule! This is still in beta, but contact us at support@assembled if you'd like to learn more about this feature.

Enhancements to onboarding

Other features and fixes

  • We fixed a bug that caused some of our forecasts to be shifted by an hour.

May 12, 2021

Performance improvements

Actions like dragging, creating, and editing events on the Staffing Timeline are much faster, especially for companies with a large number of events. We've also sped up initial page loads for some problematic pages.

Refinements to the Forecast Configuration page

We've made a number of enhancements and quality of life improvements to the Forecast Configuration page. We have better visual explanations, improved loading screens, and better error messages on this page.

Other features and fixes

  • The Realtime Dashboard now links to the current Zendesk ticket that an agent is working on. This is available for anyone using the Assembled Zendesk Application.
  • The Zendesk Chat Integration is now available for all customers and no longer confined to  customers on Zendesk's Enterprise plan.
  • We fixed a bug that caused incorrect zoom behavior on the Staffing Timeline when viewing events within certain business hours.
  • The Agent Performance Report now displays totals of each metric.

April 28, 2021

Agent Activity Report zoom

We added support for zooming in to specific time ranges on the Agent Activity Report to make it easier to understand the data.

Other features and fixes

  • We've made an infrastructure improvement that speeds up template application and CSV upload.
  • We've changed some wording on Assembled to help improve clarity.
  • We've standardized the way we show lists on Assembled to make it easier to take actions on a row.

April 14, 2021

Category-based agent state mapping

We've simplified agent state mappings by allowing you to assign entire categories of events to an agent state at once. For example, a single mapping can now be used to map all events that are classified as "timeoff" to the Zendesk Offline agent state. You can also map productive events by channel (e.g. all productive chat events) to an agent state.

If you'd prefer, you can always use the "Advanced" tab to map individual events to agent states as before.

Agent Activity Report + Zendesk ticket linking

The Agent Activity Report now shows a historical view of the ticket that someone was working on at any given time. The ticket will link back to Zendesk (if it originally came from Zendesk).

Clearer graphs for generated schedules

We've made the generated schedule graphs easier to read and understand at a glance.

Other features and fixes

  • The Agent Performance Report CSV export now also includes columns for Channels, Sites, Queues, and Teams.
  • The Schedule Analytics page is now sorted by name.

March 31, 2021

Occupancy for Zendesk Talk, Twilio, and Serenova

We now show occupancy in the Agent Performance report for users integrating with Zendesk Talk, Twilio, or Serenova. Occupancy is the percentage of logged-in time that agents spend on call-related activities.

Refinements to Reports

  • We now show all channels separately in the Agent Performance report when filtering by "All" channels, instead of averaging the data across channels.
  • We improved naming on some metrics in the Agent Performance report.
  • Agents can now see their own Agent Performance report. Please contact us at support@assembled.com if you'd like to enable this for your team.

Other features and fixes

  • We've made an infrastructure improvement to speed up template application, and fixed a bug around applying templates.
  • We've made some infrastructure improvements to speed up our API.
  • Event categories are now displayed as "Default", "Productive" or "Timeoff". We think this is clearer than the separate "Productive" and "Timeoff" columns that we used to show.
  • We now show all channels separately in the Agent Performance report when filtering by "All" channels, instead of averaging the data across channels.
  • You can now add queue mappings to your Zendesk Chat integration.
  • We've made some styling refinements across the application.
  • We fixed a bug where the agent schedule page would sometimes not show any events.
  • We've removed support for creating nested filters because they did not work as expected in some situations.

March 17, 2021

Queue Mappings with Zendesk Talk

We now allow you to fine-tune your Zendesk Talk integration by setting up Queue Mappings. You can find more details here.

More keyboard shortcuts

Power users, we're showing you some more love this week! We've added some keyboard shortcuts to the Forecasted vs. Actual and Staffing Heatmaps pages to help speed up your workflows.

Other features and fixes

  • We've reworked Zendesk Chat realtime reporting categories to improve clarity.
  • We fixed the Template Undo feature.
  • We've made an infrastructure improvement to minimized delays syncing events from Assembled to Google Calendar.
  • We fixed a bug that prevented you from updating any users with restricted sites.

March 3, 2021

Light mode (and other usability improvements)

See our blog post for more details on the new Light Mode.

Staffing Timeline keyboard shortcuts

Power users, rejoice! We've added some keyboard shortcuts to the Staffing Timeline to help speed up your workflows.

Email SLA in Schedule Generations

We now calculate your forecasted SLA when you're generating schedules for email teams.

Agent Performance Report export

You can now export the Agent Performance Report as a CSV 📄.

Other features and fixes

  • We’ll now load your event histories more quickly on the Staffing Timeline and on the Agent Overview page.
  • We made some overall performance improvements to speedup a variety of pages.
  • We made a performance improvement to help speed up Schedule generation.
  • We fixed an issue with the appearance of the Staffing Timeline when using multiple secondary timezones.
  • We've made Shift Flexibility available to customers again based on feedback we received.

February 17, 2021

Major improvements to user import

  • When importing users, we now support filtering by Zendesk Group and Intercom Team.
  • You can now add a Channel, Queue, Skill, Team, or Site to agents as you import them.

New Agent States interface

We've launched a new Agent States Settings interface to make it easier to understand your Agent State mappings at a glance. We think it looks a lot nicer too 💅.

Other features and fixes

  • We now support restricted sites in the Realtime dashboard. If you have vendors, then you’ll only be able to see agents from your specific site in the Agent States section of the Realtime overview.
  • We've added some styling refinements to improve the overall look and feel of Assembled.
  • We've made the Forecast Accuracy report and the Forecast Alterations page load faster in many situations.
  • We fixed an issue where some reports would cause Assembled to crash.
  • We fixed an issue where some information panels on the Realtime page were hard to read.
  • We fixed an issue that could occur with the “Keep manually edited events” feature in Templates.

February 3, 2021

Import from Intercom [Beta]

As a beta feature, we now support importing users directly from intercom. You can access this under the "Add" button at https://app.assembled.com/settings/team.

Sending invite emails in bulk

Administrators can now invite team members in bulk at https://app.assembled.com/settings/team. This will send an invite email to all the selected team members and allow you to set up your team more quickly.

Other features and fixes

  • We've added some visual guides on the "Generate new schedule" page to help explain some of the requirement parameters.
  • We've added the ability to name agent groups for future reference on the "Generate new schedule" page.
  • We've removed the ability to save monthly templates. This feature caused some confusion because of ambiguity around the definition of a month.
  • Our forecast accuracy report now excludes outliers from the calculation of weekly or daily variance.

January 21, 2021

Realtime Agent States for Salesforce users

We now support showing realtime data for users who add an integration with Salesforce. Contact us at support@assembled.com if you'd like more details on setting this up.

Generated Schedule deletion

Users can now delete generated schedules from an overflow menu on the Generations page. Contact us at support@assembled.com if you'd like more details on using the Generations page.

Other features and bug fixes

  • We fixed a bug where clicking "View Details" on an agent from the Staffing Timeline would take you to the wrong schedule.
  • We've made it so that once a platform integration is added (e.g. Kustomer, Zendesk), we automatically generate a forecast for you.

January 6, 2021

Account Settings redesign

We've redesigned the settings page, grouping together related settings. We hope this makes it easier to find the setting you're looking for.

Agent Activity Report

We've created a new report that shows a single timeline of activity across multiple platforms. It provides minute-by-minute details of an agent's activity and schedule adherence.

Other features and bug fixes

  • We fixed a bug where the event type dropdown was hidden by additional timezones.
  • We've refined the design for the modal showing an agent's Google Calendar integration.

December 23, 2020

Multiple persistent secondary timezones

We've made it easier for you to operate with teammates in different locations. You can now add multiple secondary timezones on the Staffing Timeline. In addition, the secondary timezones will be saved between each login.

Other features and bug fixes

  • We now export data for both Zendesk Talk and Zendesk Email when you export ticket mapping data.
  • We've fixed a usability issue that made it hard to submit forms in schedule generation.
  • We now prevent accidental extra login attempts for slow connections.

December 9, 2020

Assembled App for Zendesk

We've launched the Assembled App for Zendesk, which allows agents to view their own schedules as well as team schedules directly from within Zendesk. Learn more here.

Other features and bug fixes

  • We've fixed an issue where long numbers on the Staffing Timeline would overlap with the next cell.
  • We've fixed an issue that prevented the dragging of certain events in the Staffing Timeline.
  • We've made it easier to bulk upload agents by providing a CSV of agent information to upload.
  • When creating a new event type, the shortened display name is now automatically populated as the long form name to allow for easier editing.
  • We've worked with a number of our customers to ensure that our Kustomer Integration provides even more accurate data than before. In particular, we've ensured that our Service Level numbers are much more accurate than before.
  • We've fixed an issue where the previously submitted value wasn't cleared after creating a new filter.

November 25, 2020

Conversations API

You can now send Assembled conversation data via our API. If you've built your own platform or are using an unsupported platform, this allows you to populate data within Assembled and receive forecasts and historical reporting.

Improved heatmap visualizations

We've made visual improvements to our heatmap reports. They now better distinguish gradations in values by default, enabling you to understand the distribution of data more easily.

Other features and bug fixes

  • You'll now see the last editor and time of edit for an event by default.
  • We fixed an issue which allowed email logins with trailing spaces.
  • We've updated the loading page for the Staffing Timeline and made it less invasive.

November 11, 2020

Ability to set minimum staffing

You are now able to set the minimum required number of people for any interval. This is especially useful for small teams that want to ensure all hours are staffed with at least a certain number of people.

Improved Google Calendar Sync

We've fixed multiple bugs related to the Google Calendar read sync. Removing agents from your Google Calendar event will now correctly delete the event in Assembled for those agents for a number of different cases. We've also improved the UI to make it clearer which syncs you have authorized.

Other features and bug fixes

  • Average handle times and first response times in Kustomer are more accurate and now correctly reflect data from third party platforms connected to Kustomer.
  • We've made general UX improvements to the Agent Performance page.

October 28, 2020

Improvements to settings pages

We've redesigned the Filter Settings and API Settings pages to make them easier to use. You can now create new API keys and revoke existing API keys.

Holiday forecasts

We've automatically run adjusted forecasts so that you can better plan your staffing for the holiday months. These forecasts take into account previous years of holidays.

Other features and bug fixes

  • We've made the verbiage on the Realtime Overview more consistent with the platforms where the data comes from.
  • The Agent Calendar will now indicate when events have a description.
  • We've added the ability to export ticket data to check your ticket mappings.
  • We've made performance improvements so that initial page loads happen more quickly.

October 14, 2020

Improvements to Ticket Mappings

You are now able to explicitly exclude tick using the Ticket Mappings in the integration settings page. We've also made some general improvements to Queue Mappings.

Redesigned Agent Overview

We've redesigned the agent overview page to provide a cleaner way to visualize an agent's information. Agents should have an easier time seeing their schedule and filter values.

Other features and bug fixes

  • We've launched a CSV Upload for conversation data. For systems that don't have a direct connection with Assembled, you can upload conversation data which can then be forecasted in Assembled.
  • We've made a number of bug fixes and improvements to the reverse sync for the Google Calendar integration.

September 30, 2020

Group by on realtime dashboard

The realtime dashboard now allows you to see how agents are performing based on team, site, or queue. You can use this to get a quick sense of how a support team is doing across a large number of agents.

Other features and bug fixes

  • We fixed an issue in the reverse google calendar sync that was causing duplicate events
  • We improved the calculation for average handle times and service level statistics on Kustomer and Salesforce.

September 16, 2020

Improvements to the Forecasted vs Actual Report

You can now choose an arbitrary time frame for the Forecasted vs. Actual Report and have the data broken down into either hourly or daily granularities. This makes it much easier to see service levels and contact volume over time.

Other features and bug fixes

  • The graphs on the Staffing Timeline now show actual opens + reopens when looking at email contacts (as opposed to just opens previously).
  • We've made performance improvements and some UI improvements to our Realtime Dashboard.
  • We've significantly increased the speed of our Salesforce integration and decreased the number of API calls we make.
  • We now display the number of unsaved changes in the tab bar title when you're making changes on the Staffing Timeline.

September 2, 2020

Bulk upload of users

You can now upload a large number of users and agents via CSV in the Team Settings page.

Other features and bug fixes

  • We've introduced an option to apply a template and allow conflicts between template events and any existing events on the schedule
  • We've fixed some styling issues on the modals that appear on the Staffing Timeline
  • We've fixed an issue causing the forecast accuracy report to show an incorrect loading spinner
  • We've fixed a number of issues related to the Google Calendar read sync

August 19, 2020

International date and time formats

We now support the ability to format dates and times according to your location. You can change your date format to one of a number of different locales (e.g. America MM/DD/YYYY or Great Britain DD/MM/YYYY).

Improved integrations with Kustomer

It's now easier to configure your integration and data mappings with Kustomer. You can now quickly change how data from Kustomer gets moved into Assembled.

Other features and bug fixes

  • Users can now disable the Google Calendar integration directly from Settings → Integrations
  • We fixed an issue that prevent charts on the Staffing Timeline from showing very granular events
  • We fixed an issue that caused templates to apply in the incorrect timezone under certain circumstances.

August 5, 2020

Improvements to Google Calendar syncs

You can now edit and delete events that have been pulled into Assembled from a Google Calendar. This will allow managers to update events and staffing calculations directly in Assembled without having to go back to Google Calendar to make changes. We also fixed some issues preventing swapped shifts from syncing.

Other features and bug fixes

  • We fixed an issue that prevented the unsetting of agent emails and imported ids
  • We streamlined the user experience on the filter settings page

July 22, 2020

API endpoints for Forecasts and Requirements

You can now retrieve Assembled's hourly forecasts or provide your own forecasts directly via our API. In addition, we've updated our /requirements endpoint to include the required hours and required staffing we project based on these forecasts.

Improvements to the Staffing Heatmaps Report

We've added more descriptive tooltips to the Staffing Heatmaps. You can now hover over a cell in the heatmap to see information about how a requirement was generated or the predicted service level given your scheduled staffing.

Other features and bug fixes

  • Administrators can now bulk export names, emails, and other user information from the team settings page
  • We fixed an issue that prevented shift swaps from being synced to Google Calendar

July 8, 2020

Improvements to the Staffing Timeline

We've made many styling and interaction updates for the Staffing Timeline, including better styling for long event descriptions, fixed timezone offsets, more consistent menus when creating an event, and much more. We've also rolled out full support for Chromebook users, who previously had issues with interactions involving meta keys.

Improvements to Google Calendar syncs

Managers are now able to unsync a user's calendar. A number of other issues and inconsistencies with Google Calendar syncs have been addressed as well.

Other features and fixes

  • We've fixed an issue preventing the removal of a start or end date of an agent
  • You can now filter results of the "/assembled now" Slack command by queue, team, and site
  • Deleting a filter now gracefully handles the case where a user had it set as the default
  • We've simplified the design of the filter management page in settings

June 24, 2020

Improvements to Google Calendar syncs

We've made a number of improvements to the stability and usability of our Google Calendar syncs. We've also streamlined the process for customizing the mapping of Google Calendar events to Assembled events.

Other features and bug fixes

  • We now allow you to filter activities retrieved from our API by activity type id
  • We now have the ability to retrieve incomplete calls from Zendesk Talk for use in forecasting and reporting
  • We fixed an issue that caused slightly incorrect forecasts for email messages
  • We fixed an issue that would cause some modals to close when highlighting text input

June 10, 2020

Improved integrations with Zendesk and Intercom

It's now easier to configure your integration and data mappings with Zendesk or Intercom. Our data feed also runs more quickly with close to realtime volume data.

Lots of bug fixes

We've invested a lot of effort in reducing the number of bugs that users run into. Most prominently:

  • We reduced the time it takes to edit an event on the Staffing Timeline
  • We fixed an issue which would cause our staffing graphs and charts to not update in certain cases
  • We fixed an issue that caused query volume to not be aggregated correctly when filtering by parent queues
  • We fixed an issue that showed incorrect counts on the template pagination display
  • We fixed and issue that prevented filters from working correctly on the Agent Performance Report

May 27, 2020

Streamlined scheduling for teams

We've launched major improvements to our scheduling experience. New features include copy and paste, default event types, drag creation of new events, and much more. Together, these updates provide a smooth and improved scheduling process for teams of all sizes.

May 18, 2020

Customizability in the Google Calendar integration

The reverse Google Calendar sync allows teams to bring events from Google Calendar into Assembled. Now, you can customize how keywords in Google Calendar events get mapped to specific event types in Assembled. For example, an event with the string [1-on-1] in the title could automatically populate as a 1-on-1 event type in Assembled.

Other features and bug fixes

  • The API now supports a third-party identifier for creating an activity type that is reflected in another system
  • Previously approved time off events can now be cancelled, with schedules updated accordingly
  • We’ve made interactions on the Staffing Timeline up to 33% faster in scenarios with granular intervals and lots of events

April 29, 2020

API client for Go

We’ve released an official Go client to make it easier to integrate with the Assembled API.

Improved design on the Staffing Timeline

There is now an option to “Show Event Times” which will display an event’s information in the timeline display. We’ve also improved some slow and cumbersome hover interactions on the Staffing Timeline.

Other features and bug fixes

  • Administrators can now cancel time off requests that have not yet been approved
  • We’ve made general performance improvements across the application
  • We fixed an issue where parent filters would sometimes not show agents belonging to child filters

April 15, 2020

Improvements to scheduling

We’re continuing to make improvements to the overall scheduling experience. We’ve updated our font to make schedules easier to read, added a setting to show the start time and duration directly on an event’s display block, and revamped each event’s time input. We’ve also made various usability updates to the Staffing Timeline.

Easily customizable data mappings

Account administrators can now easily change data mappings for our Zendesk and Kustomer integrations. You can use keywords to map tickets and cases to specific queues and change these data mappings dynamically. To enable this feature, please contact us.

Other features and bug fixes

  • Our API now allows you to create or delete activities on non-master schedules
  • Secondary queues can now be updated in bulk
  • Timeoff Requests can now be imported into Assembled through a CSV upload

April 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

March 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

March 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

February 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

January 31, 2020

Visual improvements to Staffing Timeline

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

January 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

January 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