May 2025

2025

AI Agents and Agent Copilot

Assist AI continues to power fast, reliable support across all channels — and customers are seeing dramatic results. From week one, Chat and Voice AI Agents are delivering 60–70% resolution rates and 80% containment rates. This month’s updates make those results even easier to achieve and measure, with new analytics, smarter workflows, and more configuration options.

📈 Get the full picture of AI performance with resolution rate and containment

Now, the AI Agent Performance Report includes both resolution and containment metrics — giving you a more complete view of how effectively Assist handles conversations from start to finish. While other chatbots may show high containment by ending chats without escalation, Assist stands out by actually resolving those conversations, not just deflecting them.

📝 Use AI to polish replies in Zendesk — no Assist required

All Zendesk customers can now access our AI-powered reply editor directly in the agent workspace — even those not on Assist plans. Start reaping the benefits of Copilot and improve response quality, with one-click options to tidy up, expand, or add empathy to replies. Try it out in your Zendesk instance today.

🔁 Enable instant warm handoffs to live agents in Salesforce

Our AI chat agent now supports smooth, instant handoffs to live chat agents on Salesforce Service Cloud. This allows you to maintain high-quality support — whether human or AI-solved — with no awkward drop-offs or delays. Configure settings here.

📬 AI agents are now available for every channel in Salesforce

Assist AI agents now work seamlessly on Service Cloud email cases in addition to chat and voice, unlocking true omnichannel AI support. You can run the same powerful workflows on email that you already use for any other channels — automating responses, enforcing policies, and delivering consistent AI support everywhere.

Enhancements

Move the chat launcher button: Enable the draggable launcher to allow your customers to move the chat bubble around on the page to wherever they choose. Enable it here.
Adapt chat replies using page context: Now our AI chat agents can use the title and URL from any page they live on to generate more relevant replies.
Tag email workflows for easier tracking: Zendesk tickets triggered by email workflows now include two new tags — assembled_assist_email and assembled_assist_agent_review — making it easier to monitor automation performance and filter by workflow type.

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Workforce Management

This month’s updates make planning and staffing easier than ever. With more scheduling flexibility and deeper performance insights, teams can adapt faster and stay fully covered.

🧭 Navigate to everything you need in one place

We’re rolling out a unified navigation that streamlines menus and brings AI agent tools and workforce management together in a single platform — no more switching tabs or separate workflows. This will be enabled in all accounts over the coming weeks, and you’ll see a view that’s tailored to the Assembled products you’re using. Reach out to your CSM if you don’t see it enabled and would like to access it sooner!

📊 View all performance data in one reporting hub

Our new centralized reporting brings together metrics from human agents, AI-assisted cases, and fully automated resolutions — giving you a complete view of your support operation in one place. It’s the only connected AI + WFM reporting experience of its kind. Please note that AI-specific metrics and reporting will only be visible to users on Assist plans.

🧩 Define more flexible scheduling rules

Constraints for scheduling rules now support “at least,” “at most,” and “exactly” for breaks and shift events. For example, you can now require “at least two 15-minute breaks” or limit short breaks to “at most three.” This gives teams more flexible, smarter compliance at scale. Scheduling rules are currently available by request only on Pro and Enterprise WFM plans. Reach out to your CSM to learn more.

🕒 Approve expired schedule change requests

Managers can now review and approve or deny expired schedule change requests, giving them more flexibility and helping prevent missed approvals due to timing. Schedule change requests are available on Pro and Enterprise WFM plans.

✉️ Send clearer shift swap notifications

Shift swap notifications have been improved for clarity in wording, making it easier to understand what is changing and what actions are required from the agent. Shift swaps are available on Pro and Enterprise WFM plans.

📅 Respect synced events in calendar swaps

Swapping shifts no longer causes synced Google Calendar events to move between agents. This keeps calendars accurate and avoids confusion for agents managing personal schedules.

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April 2025

2025

AI Agent and Copilot

🖼️ Process images in chat

Assist now supports image uploads in chat — displaying them in quality review and enabling them as variables in workflows. This unlocks even more use cases like ID verification or visual troubleshooting without any extra tools.

📋 Customize handoffs to match your policies

Different scenarios call for different escalation rules. You can now define custom handoff behavior, like skipping agents for certain cases or requiring context-gathering questions first. With AI agents collecting important information before handoff, your human agents can get right to resolving issues without delay. Try it out now.

🧠 Integrate chat into your own apps via API

Want to add a custom in-app chat? Our new Assist Chat API lets you plug in AI-powered support while keeping your front-end consistent. Manage workflows, knowledge, and brand policies in Assembled — without rebuilding your chat agent from scratch.

Enhancements

Each chat session now shows which profile initiated it — helping you debug issues faster when supporting multiple apps, help centers, or configurations.
When a case is escalated to a human, the AI chat session will now close automatically, preventing multiple cases from opening if the customer replies again. This keeps your queue cleaner and avoids confusion.
If Assist can’t generate a response, we now display a friendly fallback message to the user and log the issue in the Quality Review dashboard, making errors easier to spot and correct.
We’ve reorganized the Assist navigation to better match how you use the platform: Automations holds Case Classification, Channels now house Copilot and Agent Configurations, and Setup includes Knowledge Management and Wrap-up Templates.

Workforce Management

⚖️ Eliminate scheduling gaps with layers

The Layers feature is now generally available for all customers. Layers help prevent scheduling gaps if a meeting moves or a training session is canceled, eliminating manual adjustments and maintaining coverage. Learn more here.

🧾 Delete forecast totals with self-serve controls

Need to adjust your forecast or clean up test data? You can now mass delete forecast totals directly from the forecast configuration page — no support tickets required. This gives WFM teams more autonomy and agility, especially during reforecasting or testing.

🚫 Surface clearer error messages in key workflows

We've added request IDs to error messages in Timeoff, Imports, and Template modals. This makes it faster for teams to trace issues and for support to pinpoint exactly what went wrong for quicker resolutions.

🔍 Track deleted events during vendor schedule uploads

We’ve improved our auditing for BPO SFTP uploads by logging what was deleted and why. Whether it's a row mismatch or a formatting issue, this gives you the visibility needed to debug vendor files with confidence.

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March 2025

2025

Workforce Management launches

Superhuman AI-powered scheduling has arrived! We're excited to introduce powerful scheduling tools that give agents more control while providing managers with intelligent guardrails. These features automate routine approvals, increase agent autonomy, and ensure compliance — all paving the way for the next generation of our scheduling engine.

🔄 Bring agent flexibility and automation together with shift swaps

Agents can now trade shifts directly in Assembled — no more spreadsheets and Slack messages. Administrators maintain control by setting specific swap eligibility criteria based on queues, channels, event types, teams, or skills. Choose from exact matches, partial matches, or open swapping between any agents. This customizable approach ensures appropriate coverage while giving agents flexibility to manage their schedules. Available now on Pro plans. Learn more.

⚖️ Eliminate scheduling gaps with schedule layers

Schedule adjustments no longer leave you with unexpected gaps, using our new Layers feature. Now, if a meeting moves or a training session is canceled, that time doesn’t become an empty slot — it simply reveals the already-scheduled productive work underneath. Agent schedules are structured into three hierarchical layers: productive time (base), default events like meetings and breaks (middle), and time off (top). Schedules automatically adjust to maintain coverage so your team never misses a beat. This is available for all WFM plans.

🌟 Use automated approvals to streamline time-off requests

Set predefined rules for automatic PTO approvals based on staffing thresholds, advance notice, or other criteria you define. Agents receive immediate confirmation of approved requests, while managers only need to review exceptions that don't meet standard criteria, cutting down on manual approval time by up to 80%. This is available now on the Pro plan.

🔒 Get built-in protection with automatic schedule compliance checks

Take control of labor compliance with automatic schedule checks for breaks, overtime, and shift limits. Set rules matching your region and policies — Assembled ensures all schedules comply. Potential violations are flagged before they become problems, making compliance effortless and consistent. Available now on the Pro plan.

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Vendor Management feature launches

💰 Make invoicing a breeze with the BPO Billing Report

Our new BPO Billing Report gives you a clear, structured way to validate vendor invoices with confidence. Compare actual hours worked against what's billed, including productive time and billable non-productive events like training and breaks. With customizable billing rules for each vendor, easy filtering by site, team, and queue, and one-click CSV exports, you’ll have the tools to streamline invoice verification and build stronger BPO relationships. Available now on the Vendor Management plan.

Assist AI Copilot enhancements

🎯 Customize AI quality reviews with Assist QA Scoring

Take control of AI performance with custom scorecards to evaluate responses based on your unique criteria. Whether it’s tone, accuracy, or compliance, QA teams can now pinpoint improvement areas and refine automation for better customer interactions.

⚡ Boost agent efficiency with macros

Speed up ticket resolution by integrating macros into drafted replies. Agents can now personalize responses even faster while maintaining consistency and efficiency in their replies. By selecting a predefined macro, agents can generate AI-powered responses that align with company policies while saving valuable time.

🧠 Experience an even smarter Copilot

We’ve updated AI Copilot’s responses with a handful of improvements. Now, AI-generated replies prioritize user instructions, improve follow-ups, and provide more concise summaries — helping support teams respond faster and more naturally. Additionally, AI Copilot now respects Zendesk aliases, ensuring accurate agent representation in customer replies.

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Assist AI Agent enhancements

📋 Streamline workflows with smarter info collection

Now you can define custom info fields (like “Account number” or “Defect reason”) to help Assist gather essential customer details across voice, chat, and email, reducing agent workload and improving response quality. Managers can set required fields for each workflow, ensuring complete data collection during AI-to-human handoffs.

🤝 Get to faster resolutions with frictionless handoffs

Our new Chat Agent Escalation Forms allows you to customize escalations even further by adding your custom info fields into AI handoff procedures. Once an AI Agent needs to hand off a case to a human, we’ll automatically populate missing info that you specify, ensuring human agents receive the full context from AI agents without extra back-and-forth.

🔊 Optimize AI voice interactions with dynamic configuration

Fine-tune your AI voice agent’s interactions by adjusting welcome messages, routing rules, and handoff requirements — all with a real-time preview. This ensures customers are directed to the right support tier based on predefined case classifications.

💬 Improve customer experience with chat auto-wrap & surveys

Reduce abandoned conversations by setting up automated chat wrap-ups and customer feedback prompts. Detect inactivity, close sessions cleanly, and gather insights to refine chat interactions. Admins can customize survey questions and inactivity timeouts for better reporting and optimization.

👥 Customize AI chat behavior with multi-profile support

You can now configure multiple chat profiles for Assist’s AI agent — perfect for supporting different brands or use cases. Whether it’s adjusting tone for a help center versus an internal tool, or applying different handoff rules for different user types, you now have full control over how Assist behaves depending on the context.

🔀 Tailor automation by channel with workflow activation settings

Workflows just got more flexible! You can now activate workflows based on specific channels, like email, chat, or voice, so each automation runs where it makes the most sense.

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February 2025

2025

Workforce Management feature launches

🎛 Gain deeper reporting insights with multi-select filters

Gone are the days of toggling back and forth between individual filters. Multi-select filters make it easier to manage staffing across complex teams by allowing workforce managers to view multiple channels, queues, skills, and sites in one place. Now teams can analyze forecasted demand, scheduled staffing, and real-time coverage across multiple selections at once.

This is especially valuable for cross-skilled agents handling multiple queues, enabling better workload distribution and more accurate scheduling. Workforce managers can quickly identify coverage gaps, compare SLAs across different queues, and make real-time adjustments without losing visibility into overall operations.

Multi-select filters are now available on Staffing and Realtime pages, Agent Scorecard, Company settings, and the People page, giving teams the flexibility to make faster, data-driven decisions.

🗺 Streamline your navigation experience

Collapsible navigation is now live in all accounts, purpose-built to improve focus and speed up navigation through Assembled. This update reduces clutter and lets you expand your workspace by toggling between expanded and collapsed views. You can also expand full sections to get to specific pages quickly. Try it out now.

🎯 Improve forecast accuracy with new metrics

We’ve added key improvements to the Forecasted vs. Actual report, making it easier to track what’s happening in real time:

Sum of opens + reopens, so teams no longer have to manually calculate this case volume.
Cases Solved for phone, chat, and SMS, ensuring consistent visibility across all channels.

These updates help teams get a more complete picture of workload trends and staffing needs, right at their fingertips. See them in action.

🗓 Quickly schedule team meetings with recurring calendar events

Now you can set up recurring events on agent calendars, by team, channel, queue, site, or any combination. These will now show multiple participants, mass-editable descriptions, a set cadence, and a specified date range. Reach out if you’d like this to be enabled in your account.

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🤖 Assist AI feature launches

🌍 Translate full conversations instantly

Assist now translates full conversations in addition to drafted replies, eliminating the need for third-party translation tools. Now agents can seamlessly communicate across any languages — without needing dedicated local language staffing 24/7.

For companies expanding into new markets or managing multilingual support teams, this means massive cost savings and faster response times, all built directly into Assist.

💬 Improve AI chat responses with company-specific guidance

Assist AI Agent for Chat can now customize responses further based on company-specific guidance, making it smarter about the nuances of your business. Whether it’s handling different customer types differently or adapting responses based on context, this ensures more relevant, accurate AI-powered support. Try it now.

💡 Control workflow automation with suggested actions

Not all workflows should be fully automated — sometimes you want an agent to step in. Now, you can choose between:

Agent review mode, where workflows pause at key action steps, allowing an agent to manually confirm suggested actions before continuing.
Automate mode, which lets workflows run straight through without interruptions.

This update makes it easier to fine-tune automation and maintain oversight, keeping human-in-the-loop as needed and ensuring workflows execute exactly how you want them to.

✍️ Improve Copilot suggestions with a smarter rephrase tool

The Copilot rephrase reply modal has been updated with new prompts that deliver better responses. In one-click, Copilot can make replies more empathetic, fix grammar, remove redundancies, improve clarity, add more details, or make shorter. You can also add custom instructions to modify replies further.

🔍 Streamline workflows and knowledge management with better navigation

Keeping workflows organized just got way easier with new search, filtering, and sorting options on the Workflows page. We’ve also added sticky headers, improved loading indicators, and actionable empty states for a smoother experience. And on the knowledge base table, we've improved pagination, table performance, and collapsible cells, making it easier to navigate and manage your content.

Less time spent digging through your tools = more time making automation work for you.

🛠️ Customize Assist with more admin controls

Admins can now toggle Assist’s image processing on and off in Copilot settings, letting AI interpret images in draft replies and Q&A interactions. Additionally, admins now have the option to disable “Draft Reply” org-wide to manage adoption smoothly from right within the UI.

January 2025

2025

🚀 Meet the Assist Omnichannel AI Agent: automation for chat, email, and voice

Today, we’re thrilled to introduce Assist as a fully omnichannel AI agent, now available across chat, email, and voice. Thanks to last year’s launch of AI for email, Assist is already helping teams deliver faster, smarter responses. Now, with chat and voice automation in the mix, support teams can seamlessly automate conversations across every channel while ensuring smooth handoffs to human agents when needed.

With chat, Assist can resolve over 70% of conversations by tapping into help center articles, internal knowledge bases, and powerful integrations like Notion and Shopify. On voice, Assist can answer calls, fill in forms, update databases, and transfer customers with full context—ensuring a seamless experience from start to finish. This expansion builds on Assist’s growing capabilities and our commitment to helping support teams work smarter, not harder.

Assist isn’t just about deflecting simple questions. It’s built to automate multi-step workflows, integrate deeply with your tools, and deliver customer experiences that reflect your brand. By centralizing everything — workflows, case categorization, your custom style guide, knowledge base, and internal tools — across all channels, Assist eliminates repetitive tasks and ensures every interaction meets your highest standards.

With Assist, you can scale confidently, knowing it’s built to address even the toughest challenges with intelligence and empathy. Read even more about our launch here!

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🤖 Assist feature enhancements

🛠️ Workflow builder

Our workflow builder has gotten more powerful, improving the user experience and support for complex, multi-step processes. All of these features make it easier than ever to custom-tailor your AI-powered workflows to achieve significant automation coverage quickly.

Options to add more metadata on steps involving tickets
Customization to name different steps, making it easy for many team members to contribute
Branching logic based on API response so that you can action on data from internal and third party systems, whether that's the status or subscription level of an account, time since ordering, availability, or more!
Rich previews and traceable reasoning for testing and improving workflows

⚡️Chat settings

The new Assist Chat settings page lets you customize your chat agent with your own welcome message, brand colors, website links, avatar, and more. Configurable handoff settings also let you decide when and how a case gets escalated to human support – with the option set this differently based on the category or queue.

💻 Integrations

Helpjuice: We’ve got a brand new knowledge base integration with Helpjuice – alongside existing integrations with Confluence, Notion, Zendesk, Guru, Google, and more – giving teams even more options to connect Assist with their central knowledge hub. With this integration, Assist can automatically pull relevant articles from Helpjuice to enhance agent responses, guide automation workflows, and ensure consistent, accurate information is shared with your customers.
Kustomer: Assist for Kustomer is now in beta! Reach out to our team if you'd like to see it in action.

👨‍✈️ Copilot updates

Image processing: Assist can now read images to inform replies. When a customer shares a screenshot of an issue or an image of a problem with their order, Assist can understand the text and recommend a resolution accordingly.
Agent guidance: New agent guidance in Copilot helps agents through recommended questions to ask and steps to solve a case, improving ticket resolution accuracy and onboarding for new agents.

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🗓️ Workforce Management feature launches

🔔 Keep agents on track with schedule change notifications

Now you can keep agents automatically updated in real time, anytime their near-term schedule changes. With options to send via Slack notification, email, or both, your managers will never have to send a manual alert again. You can also choose a window of either 1, 12, or 24 hours so agents always have the right amount of advanced notice.

Notifications are available for Pro and Enterprise plans. Get started by visiting the notifications hub.

⚠️ Give agents a heads up with adherence Slack alerts

Use Slack alerts to notify agents when they’re out of adherence for too long, so they can self-correct or escalate cases when necessary. After you’ve set up a custom warning threshold in the Realtime overview, you can apply those settings to notify an agent in real time once they’ve crossed those thresholds.

Notifications are available for Pro and Enterprise plans. Learn more.

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💅 Workforce Management Enhancements

📈 Reporting

Case Lifecycle: New metrics are available for customers on Case Lifecycle — the industry’s only data model purpose-built for staffing for complex case work. Contact us if you’d like to enable these in your account, or if you’d like to get started using Case Lifecycle on Service Cloud.
- Units of work offered: The count of units of work that are in the solved, reassigned, transferred, paused, or abandoned statuses
- % units of work abandoned: Units of work abandoned divided by units of work offered
Abandoned metrics: Abandoned metrics are now available on the real-time overview for all synchronous channels on all platforms.
Intercom: For Intercom customers, we can now show the custom away reason for agents on the agent scorecard and realtime agent analysis page. Contact us if you'd like to turn this on for your account!

🎨 User experience

Agent state customization: Now you can customize agent state colors for your organization so it's easier to differentiate custom states on the agent scorecard report.
Staffing timeline: Improved staffing timeline UX with more compact toolbars so you have more room to maneuver, seamless data refreshes that don't interrupt your work, and performance enhancements.
Navigation: A collapsible navigation experience has started rolling out to customers. With this new design, you can easily toggle between expanded and collapsed views to declutter your workspace, and you can navigate between pages in different sections much faster.
Event type settings: The event type settings page has improved search, sticky content for tall rows, and sortable columns.

🔌 API

Agent states: We've added an API endpoint to let teams update agent states in bulk.
Conversations: Our new conversations API PATCH endpoint lets you update individual fields within conversations more easily.

November 2024

2024

🗓️ Workforce Management Feature Launches

Give agents more flexibility with extra work and voluntary time off

Balancing staffing requirements just got easier. Our new feature allows managers to easily publish extra work and voluntary time off (VTO) availability, so teams can easily redistribute coverage as needs change, and agents are empowered with more control over their schedules. Agents can sign up for shifts, managers can approve sign-ups, and workforce managers can track extra work and VTO right within Assembled. Read more about how to get started with extra work and VTO here.

Product roundup: our top configurability launches

Support teams don’t operate in a one-size-fits-all world, which means it’s critical to have flexibility in your tools. In our latest blog, discover how our latest roundup of configurable tools like custom roles, tailored queues, and real-time insights help your team adapt, streamline operations, and deliver better customer service. Read more.

💅 Workforce Management Enhancements

Filters for schedule templates - This was one of our most requested features! New filters on the templates page let you quickly drill down by date, channel, site, queue, team, or skill.
Gladly channel availability integration - Agent states now combine statuses with channels for more accurate adherence tracking. Reach out to support@assembled.com to enable this in your account.
Prophet forecasting upgrades - Our optimized model helps Prophet train itself even faster, and we’re now using mean absolute percentage error (MAPE) for more reliable forecasting.
Improved template editor - Now when you add a new blank row on a template, we automatically turn off the “hide unscheduled agents” setting if it’s turned on so that your new row is always visible.
Updated buttons on the staffing timeline - Our button style on the staffing timeline is a bit more consistent so it’s easier to see which filters are selected and focus on timeline events.
New queues table - We've rebuilt the queues table on the queue configuration page to support sorting by case volume, searching across channels, rules, and names, as well as accommodating longer queue names. Additionally, we've improved performance behind the scenes, ensuring the table loads faster.

🤝 Vendor Management Enhancements

Troubleshoot your schedule integration with sync history - See details about each schedule sync by clicking ‘View history’ on the BPO schedule integration page. Now you’ll be able to see the status of each sync (successful, partial, or failed), the exact reason a sync failed, and a detailed summary of each error to quickly diagnose any sync issues. Learn more.
15-min, 30-min, and daily intervals - Now teams can upload BPO requirements in the interval of their choice and see that same interval-level coverage reflected in our heatmaps.
Upgraded Alvaria WFM integration - This significantly simplifies BPO schedule syncing by leveraging Alvaria’s "Employee Daily Tally" report.

🤖 Assist Product Updates

Simplify ticket workflows with automated case categorization

Automatically classify incoming tickets, set up custom hierarchies, and integrate existing custom fields seamlessly into Assembled. For each category created, Assist will also auto-generate an AI model with a description. We’ll also provide evaluation metrics for each category, giving you better visibility and control over your ticket management processes.

Assist quality reporting gets a major glow-up

The new Assist quality reporting page gives you a high-level view of Assist’s performance with key metrics like reply accuracy, knowledge retrieval, and style. Results are broken down by interaction type and displayed alongside trend charts, with filters to customize your view by date range or interaction type. These updates make it easier than ever to track progress, identify patterns, and refine your team’s performance strategies.

Get deeper insights with our quality review upgrade

We’ve evolved the Assist quality review page to help you dive deeper into Assist Copilot replies and Agent guidance interactions. Easily click into individual interactions and evaluate them across specific metrics like reply accuracy and knowledge retrieval, giving you the granular insights needed to deliver consistent, high-quality support. Additionally, any customer messages or responses from Assist that are in non-English languages will automatically be translated to the reviewer’s language, alongside the original message.

Create internal notes simultaneously with auto-draft replies

Assist now supports creating multiple internal notes alongside auto-drafts and auto-sends, making sure that agents have all the context they need right within their workflows.

Save time with automatically summarized internal notes

Assist can now summarize tickets based on internal notes, not just public comments. This update is perfect for workflows where internal notes drive next steps, like ticket escalations or closure.

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October 2024

2024

🗓️ Workforce Management Feature Launches

Occupancy on the Agent Scorecard - See occupied time and available time right on the Agent Scorecard report. You’ll be able to hover over the question mark icon and see the percent occupancy for the selected time period. With this update, the Adherence Timeline has also been renamed to the Activity Timeline.
Configurable occupancy - Users can now configure which individual agent states count towards occupancy and available time from the Agent states settings page. This will affect occupancy calculations in all your favorite places, including Team Performance, Agent Scorecard, and pulling metrics from the API. Learn more.

Custom time off rules - Admins can configure rule sets for different paid time off (PTO) types, and employees see the reason why they are unable to submit time off. This new feature gives you complete control over schedule policies at scale, while saving managers time by explaining policy and preventing out-of-policy time off requests from being submitted. Learn how to set up time off rules in the help center.
Custom schedule and event permissions - Take control over who can view, edit, or request changes to events in your team's schedule, giving everyone the access they need while keeping important guardrails in place. You’ll have the flexibility to customize rules for each event type, for each role. You can decide which roles get full editing access, and who needs to submit schedule change requests, making it easy to balance freedom and oversight. By setting lock periods, you can prevent edits to past or sensitive events, ensuring everything runs smoothly. When standard permissions don’t quite fit, these custom options help you tailor the perfect solution.
Slack notifications for real-time channel and queue metrics — Following up on last month’s release of Slack notifications for agent states, you can now configure thresholds for channels and queues too, and get alerts delivered to you right in Slack. Say goodbye to copy-paste, get better visibility into the health of your support function, and stay connected to key workforce data where your teams are already working. If you have Slack on your mobile device, you can keep a pulse on real-time activity when you’re away from your computer. Learn more about how to get started with Slack notifications.

💅 Workforce Management Enhancements

Agent Scorecard improvements - we’ve made several quality of life updates to the agent scorecard that will make it easier to navigate and use. The new time zone selector is now live on this page, plus we’ve made the links to agent schedule versus the agent scorecard clearer and streamlined the language to be more consistent. The Edit agent states button has been renamed to read Editing agent state mappings. We've also hidden the link to the agent state mapping settings page from users who are not admins.
Time zone selector - the new time zone selector is available on the staffing timeline, templates, agent scorecard, and overtime/voluntary time off page.
Time input component update - we’ve made a usability improvement to the time input component on the Shift pattern settings page. Now if you enter a number into the Start time and End time boxes, hours between 12 and 6 will be interpreted as PM by default, while 7-11 will be interpreted as AM. This aligns the default with typical working hours, making it more likely that we match the user’s intent. You can still type 12a or 12am to specify midnight.
Speedier forecast average compute time - users should feel a slight speed increase on load times for the averaging models in the forecast management page.
Faster Realtime Overview loading - users with large teams will see an improvement of up to 97% more speed in the performance of the Realtime Overview page.
Queue configuration audit panel improvements - if you’re searching by ID or looking at the details of a single case, the timestamp will always include the year. This makes it clearer when a particular case or unit of work occurred. The layout has been updated to stack the field names and values to make it easier to read long entries.
Bug fix on the agent popup - we’ve made it easier to select text like an agent’s email address from the agent popup on the staffing timeline. The popup will stay open as you’re clicking, so you can drag or double click the text to select and then copy it.

🤝 Vendor Management Product Updates

Time zone selector - The new time zone selector is available on the BPO planning and heatmaps pages.

🤖 Assist Product Updates

This month, the Assist team focused on launching new integrations for our AI case automation and agent copilot product. Now it’s easier than ever to connect your systems and put AI to work!

🛠️ Assist API

API for retrieving Assist replies [beta] - now you can now receive an API response from Assist when you pass case information to our API. This allows you to build your own internal and customer-facing tools using Assist’s knowledge base and proprietary LLM models. You’ll get information like suggested reply, sources used, the rationale for the reply, a drafted note to the agent, and more, giving you the flexibility to use Assist’s powerful workflow builder, reporting, and integrations with your in-house solutions. Check out the documentation here.

⚡️Assist automation enhancements

Custom integrations for AI automations - you can now define custom endpoints that can be called by resolution paths in Assist. We support any kind of HTTP request methods and allow for dynamic URL parameters as well as request body parameters (based on variables parsed in your resolution path)

Google Sheets as a knowledge source - when you’re creating a resolution path, you can add a Google Sheets doc as an integrated knowledge source for AI to use. Define which columns of information should be included and let AI do the rest! This is a great solution if you use Sheets to store information like status, available quantities or lead times, or if you want to use information from any system that supports spreadsheet exports to be used by Assist.

Style guide for resolution paths - your brand voice and style customizations now apply to automations as well as to copilot actions. It’s one more way that Assist makes AI-powered support human and high-quality.

💻 Integrations

Confluence as a knowledge source - use your documents and pages from Confluence to get answers in copilot and to inform resolution paths. Define the relevant information that should be used by Assist and AI will surface the right info, exactly when it’s needed.

📊 Assist admin glow-up

Optimize your knowledge base for AI - we’ve published a helpful article with tips and tricks on how to tune your existing knowledge base articles to get the most out of Assist. Check out our best practices in the help center.
Get ready for the EU AI Act - In 2026, the EU Artificial Intelligence Act will go into effect, and we’re building Assist so it will be fully compliant. For customers with tickets originating in Europe, we’ve added an option to exclude these from Copilot when necessary, ensuring compliance with data handling and transparency rules.

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September 2024

2024

🗓️ Workforce Management Feature Launches

🤝 Integrations

Streamline support operations with our Gladly integration — We’re excited to announce our newest integration with Gladly! This partnership brings together Assembled’s workforce management capabilities with Gladly’s customer service platform to deliver a seamless support experience. With automated scheduling, proactive forecasting, and real-time insights, this integration ensures that your support team is always equipped to deliver personalized, timely service. Learn how this powerful pairing elevates support operations.

New Assembled for Salesforce experience — We’ve got a bundle of powerful new updates designed specifically for Service Cloud users! From advanced case insights with Case Lifecycle to integrated scheduling and real-time alerts, these features enhance Assembled’s workforce management capabilities, making it easier to manage staffing, streamline workflows, and keep agents on track. Discover how these innovations bring new levels of efficiency and visibility to your support operations.

Slack notifications for agent adherence — configure thresholds for agent adherence and state duration, and get alerts delivered to you right in Slack. Cut down on manual work, increase visibility into crucial workforce data, and stay connected to agent activity where your teams are already working. Slack notifications are a great way to keep a pulse on real time events, even when you’re away from Assembled or on the go! Learn more about how to get started with Slack notifications.

👓 New dimensions to your data

Prophet model now available for forecasting - We’ve added a new model that’s a great fit for medium to long-term forecasts that captures seasonal patterns and trends, while adapting quickly to irregularities. Use this model if your company has unique, complex seasonality in its data. Learn more about all the forecast models available in Assembled.
See forecast vs. actual on the Realtime overview page - See the difference between your forecast and actual activity right on the Realtime overview page. This makes it easier to see how you’re trending at a glance and make changes to your plan in real time. Choose your settings using the Edit company settings drop-down on the Realtime overview page.

👥 People page updates

Schedule links - We’ve added a top-level link on each row of the People page that links to the person’s schedule if they’re available to be scheduled. Click the blue calendar icon to see a person’s schedule.
More ways to sort - Now, you can sort by the Teams, Queues, Secondary queues, Site, and Last login columns.
Reset columns - Use the Reset columns button at the bottom of the Configure columns dropdown on People page to restore column order and visibility to the default settings.
Bug crushin’ - We’re working behind the scenes to make sure Assembled runs as smoothly as possible, so we smashed a few bugs on our way to these updates. We’ve restored the ability to view up to 500 people on the People page, plus we improved error messages relating to CSV uploads.

📊 Staffing timeline updates

Sort by skill on the staffing timeline - Quickly group agents by skill to get increased visibility into who’s available and what they’re working on.
Additional precision on staffing and staffing hours metrics on the staffing timeline - For values under 100, we now include a decimal when appropriate. For other metrics, we’ve added consistency to the way in which we abbreviate numbers in small spaces. This will help reduce confusion about how staffing and staffing hours differ, and how they differ from the number of distinct agents.
New time zones menu on the staffing timeline - This menu can now be opened by clicking on the time zone headings in the timeline, which display the full time zone name alongside its abbreviation.

💅 Workforce Management Enhancements

Enhanced permissions for forecasts and uploads - For accounts with custom permissions, you can now give non-admins additional permissions to work with forecasts as well as CSV uploads.
Duplicate role - You can now duplicate custom roles to start from an existing set of role permissions.
Time and duration of events visible in table and card views on Schedule change request pages - This update makes it easier to understand schedule changes at a glance and also improves accessibility for people who use screen readers. Previously, this information was only visible in a tooltip.
New context for evaluating time off requests - See if a time off request overlaps with an agent’s shift pattern when reviewing PTO requests.
Save changes button on User Settings page - This button is now located in the sticky footer, making it harder to miss.
Enhanced “current time” indicator on the agent schedule calendar - The line indicating the current time is now more prominent to improve its visibility in low-contrast situations.
Improved keyboard accessibility - All controls in the add and update event menus are now keyboard accessible.

🤖 Assist Product Updates

Assist is Assembled’s AI-powered automation and copilot tool that lets you unlock the power of AI while maintaining full control over when a human agent steps in. Our latest batch of updates leverage hidden company knowledge, save tons of time on ticket tagging, and increase the amount of control you have over AI.

🧠 Smarter issue resolution

Solve issues that aren't covered in your knowledge base with relevant answers from your best agents - When customers need answers that aren't in your existing sources and policies, Assist will search recent helpful answers from your top agents to suggest additional resolutions. Your solved tickets are a goldmine of information that may not yet be in your knowledge base. Choose which tickets get used as a knowledge source for Assist and unlock the value of past solves from your best agents—no additional documentation required. Opt in by contacting team-assist@assembledhq.com.

🧑‍✈️ Assist copilot improvements

Auto summaries - Assist can automatically generate an interaction summary for every new incoming message or as an output in workflows. Save agents time by automatically taking this action, versus requiring them to press a button to generate a summary.
Improved reply speed - Assist replies are now 20-30% faster to generate a response. You should see the responses be a bit zippier.

⚡️Assist automation enhancements

Create workflows that automatically add an internal note to a ticket - There are times when an agent needs to send a note to a colleague with context, recommendations, or next steps. Now, you can set up workflows that automatically add these internal notes to a ticket, saving agents time and ensuring a perfect hand-off. Define the conditions that generate the internal note and Assist will automatically write the content of the note and add it to the ticket. For example, instruct Assist to leave out pieces of non-relevant information, omit info that’s already been covered, insert the correct URL to provide to future agents, or summarize a portion of the past conversation and offer future steps.
Auto-tagging tickets touched by Assist - When an agent uses any Assist function on a ticket, that ticket can be automatically tagged to reflect that fact. This information can be viewed in Zendesk. This will help support teams better understand how many tickets are being touched by Assist along with specific agent behavior associated with Assist.
Increased visibility into system actions in automation previews - Get more visibility into how Assist parses variables behind the scenes. Now, when you preview a resolution path, you’ll see a system message indicating how Assist handled specific variables in the path.
Error handling in the automation builder - If the builder encounters an error, you’ll now see an error message indicating what went wrong and allow you to better debug problems in your path.

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August 2024

2024

🗓️ Workforce Management Feature Launches

Custom permissions for greater access control - create and configure new roles tailored to your team’s specific needs. This new capability provides more precise control over user access, ensuring your team members have the right permissions for their tasks while maintaining the highest security standards. Learn more.

Sync QA scores with our Observe.AI integration - now Observe.AI users can pull QA scores directly into the Agent Scorecard in Assembled. This integration helps streamline agent performance management and coaching by keeping the most important metrics in one user-friendly dashboard. Learn more.

Navigate the Staffing Timeline with greater control - quickly drill down on scheduling conflicts, sort through timeline rows and filter agents with greater ease, and configure which metrics are visible. You can add more room to maneuver and make edits with ease. Watch a quick overview.
See and configure thresholds for the Realtime Overview - the new threshold settings tab on the realtime overview page lets you see all of the thresholds you’ve configured for channels and queues. Edit or delete existing thresholds, or configure a new threshold, all in one place. Learn more in the help center.

💅 Workforce Management Enhancements

Staffing timeline accessibility improvements - In the staffing timeline week view (or any custom multi-day view), the blue text button users click to zoom into a specific day or switch back to the week view has been updated. The button supports keyboard navigation / activation. Users can press the tab key to highlight the day they want, then press enter or spacebar to activate.
“Skip link” accessibility update - A shortcut known as a “skip link” has been added to the top of the app. This facilitates navigation for users who rely primarily on a keyboard or other assistive technology to skip over the navigation menu and focus on the main content of each page.
Sign in page accessibility improvements - We’ve added new headings and alternative text for screen readers to the Assembled sign-in page. Plus, we’ve ensured that every link and button is navigable for keyboard users.
Schedule change request page loading state update - ****The schedule change request page has been updated so it no longer interrupts users typing search terms with a full page reload.
Performance improvements on the staffing heatmap - Loading time is faster thanks to improved memory usage.

🤖 Assist Product Updates

Assist is the AI-powered issue resolution engine that brings support teams unparalleled speed, quality, and accuracy in automated support. The latest batch of releases focus on helping admins and managers understand how automations are performing so they can clearly see and communicate the business impact.

🧑‍✈️ Assist copilot improvements

Language detection and translation - For every new ticket, Assist will infer the language that the customer is writing in. If it’s not English, Assist will surface a “Translate and move to editor” button instead of the existing “Move to editor” button. Optionally include the original reply in the agent's language along with the translated response.
Real-time messaging responses - Assist now automatically generates and updates chat responses in real-time using connected knowledge sources and your company’s style guide. Chat responses are shorter and more conversational in style. Agents no longer have to press a button to draft a reply, streamlining their chat experiences.
Summarize interactions update - Summarize interactions are now faster to input as well as bullet-pointed for ease of reading. Interaction summaries are now able to pull in additional past tickets, giving a more complete view of what’s happened in the past.
Wrap up template improvements - buttons for wrap-up templates have been streamlined and feature performance is faster.

⚡️Assist automation enhancements

Resolution path builder evolution - Updated, more intuitive and more powerful interface for creating AI automated workflows so admins can create and hone resolution paths faster. The updated design also expands functionality with enhanced integration steps, precise controls for activating and monitoring automation quality, and a smoother process for streamlined bulk testing.
Preview resolution paths before publishing - Enter a ticket number and see how Assist would (or would not) interact with that ticket. This gives transparency into the performance of AI before launching a customer-facing automation.

📊 Assist admin glow-up

Filter by agent feedback - On the Assist quality page, you can now filter by different types of feedback (helpful or not helpful). This provides a new way to view and understand how agents are interacting with Assist.
Export agent usage to CSV - Slice, dice, and analyze Assist usage data in a spreadsheet or business intelligence / analytics tool.

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July 2024

2024

WFM Enhancements

[is not empty] matching method - Use this new matching method when configuring queues and exclusions. This allows you to add a case to a queue when a specific property is not empty, regardless of what value it has.
Schedule analytics page export update - The schedule analytics page export now excludes deleted event types, versus including all columns.
People page CSV upload - We’ve made improvements to the people page CSV upload to reduce the chances of unexpected errors caused by date format issues or by email address matching issues.

Assist Product Updates

Resolution breakdown page update - Quickly see the percentage of tickets that are automatically responded to and resolved. This report has been fine-tuned to show only relevant tickets, accurately representing where, when, and how Assist autopilot is working. This page was formerly named Auto Drafts report.
Export quality evaluations - On the quality page, managers and admins now have the ability to export all evaluations of Assist-generated replies. This export can be used to further analyze trends beyond out-of-the-box Assist reporting.
Filter by confidence on the quality page - When reviewing the quality of Assist-automated responses, you can filter by high, medium, or low confidence replies. Confidence is now displayed next to each ticket and color-coded to make the rating easy to recognize at a glance.
Edit history added to resolution path configuration page - You can now see when and who last edited a resolution path. This provides new visibility into how automations within Assist autopilot are being adjusted over time.

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June 2024

2024

WFM Feature Launches

Uncover new insights with our Case Lifecycle data model

Every moment counts when it comes to meeting customer expectations. That all starts with getting your staffing right — down to the minute — for every interaction. Our proprietary data model gives insight into the most essential building blocks of case work, and creates staffing plans that prepare the entire team for every touchpoint: any transfers, escalations, re-opens, pauses, or solves. Zoom in to investigate individual cases or zoom out to identify bottlenecks and improve team processes.

This is now generally available on Pro and Enterprise plans, for users on Salesforce Service Cloud or Amazon Connect.

Learn more here.

Enrich company reporting with Google Sheets exports

Exciting news for all the data-lovers that self-identify as freaks in the Google Sheets — we’ve added another way for you to extract the metrics that matter most. In the Team Performance and Forecasted vs. Actual reports, now you can pull data directly to Google Sheets as an individual or recurring export, cutting down on manual workflows.

Learn more here.

Get to the bottom of every case with our metrics visualizer

Get complete transparency with our new metrics visualizer side panel, which will give deeper insight into how specific metrics were calculated.

On Team Performance, Forecast vs. Actuals, or Realtime Overview, clicking on any hyperlinked number in the table will open the side panel. On Agent Scorecard, you can see the side panel by clicking on the underlined number at the top of any chart.

Once you’ve selected your metric, you’ll see a full analysis of all the cases involved in calculating that metric, along with relevant queues and durations.

Updated People page layout

The People page got a refreshed look plus some exciting new functionality that will make it even easier to manage users. Here’s what’s new:

Re-orderable table columns
Full support for sorting selected table rows
Bulk “deactivate” and “delete” actions
Time zone column
Page controls are now always visible, and include a quick “jump to page” input

See real-time state duration alerts at a glance

Now on Realtime Analysis, admins can use threshold settings to customize rules for agent state duration alerts. Based on set criteria, cells in the state duration column will highlight in orange (warning) or red (danger) when agents have been in the same state for too long.

WFM Enhancements

Time off API: Get existing time off requests and time off updates, make new requests, or cancel requests from the API.
New time zone selector: The new time zone selector allows users to search by geographical region, making it easier to identify the correct time zone. This new experience is available on all upload pages, BPO heatmaps, templates, schedule generation, agent scorecard, shift patterns, and user settings pages.
Schedule change request preview updates: We’ve updated the event change request preview to make it easier to see the potential impact of requested schedule changes. Here’s what’s new:
- The schedule change requests now respect the company staffing interval (15 minutes, 30 minutes, or 1 hour)
- The preview now surfaces the effect of the changes on the net staffing numbers, and highlights the affected hours
- If the changes span across days, the staffing numbers and effects are shown

Assist Feature Launches

This month, we launched an update to the Automation capabilities of Assist to give you a whole new view into the impact of AI! Check out the blog to see the future of AI-powered automation and how a connection to WFM data will super-power your support ops efficiency!

Assist copilot improvements

Wrap up templates: Wrap up templates allow agents to close and forward a ticket with notes that follow pre-defined templates. These notes can include a summary, orderID, sentiment and more. Assist automatically generates a wrap up note using details from the ticket conversation and agent's additional notes.
Internal vs. external knowledge: When a knowledge article is referenced in Assist-generated text, agents will be able to see at a glance whether that knowledge is drawn from internal or external resources. This is a great way to make sure only the right external-facing message gets sent to a customer.
Move to Editor button: If an Assist response is especially useful, agents can click the Move to Editor button and automatically populate it into a customer reply. Previously, agents needed to select the text, copy it, and paste it into the reply window.‍
Custom signature: Now, agents can go to the Assist settings page and update their own signature, giving them more flexibility to tune their sign-off.

Assist automation enhancements

Predict impact of automations on staffing: You can now see the potential impact of different types of automations on your staffing timeline. Toggle automations on and off to see an estimate of what you can expect if you activate an automation. See it in action on the Library tab of the Resolution Paths page.

View auto-sends by resolution path: Filter the automations report by specific resolution path to track trends over time.

Assist admin updates

Updated navigation bar: Assist’s feature set is growing fast, so to make it easier to administer specific areas of the product, we’ve updated the left navigation to separate Automations features from Copilot features.
See ticket ID and author in Quality review: When conducting a quality review of Assist-generated replies, the ticket ID and author are included on the reply. Previously, users needed to open the Zendesk Ticket link to view this information.

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May 2024

2024

WFM Feature Launches

Stay on top of adherence with real-time threshold alerts

Now on Realtime Agent Analysis, managers can quickly find agents out of adherence at a glance. Admins can leverage our new threshold rule builder to set alerts by agent group or event type, and customize the length of time before an alert appears. Cells in the out-of-adherence duration column will change to orange (warning) or red (danger) when agents hit respective threshold criteria. This feature is now available in all accounts.

WFM Enhancements

Schedule change request page makeover: The schedule change request page has been updated to match the style of tables throughout the Assembled platform. We’ve also added a new pagination component as well as bulk actions in the action bar.
New Is empty match method for queues and exclusions: Note that when this match method is selected, the keyword input will be disabled since it's irrelevant in this case. The ‘matches the pattern’ method has been deprecated, and existing usage has been migrated to ‘is empty’.
Shift patterns now support restricted site permissions: Restricted site admins and managers will only be able to create, view, edit, and assign agents to shift patterns that are specific to their restricted site.
People page filter update: We’ve removed some filtering options from customers that didn’t have specific features turned on. This will simplify the experience and reduce confusion.
Agent scorecard date picker shortcut update: The agent scorecard page has been updated so that keyboard shortcuts only affect the date picker in the Adherence timeline card. This fixes an issue where keyboard shortcuts for both the Adherence and Agent Trends date pickers were conflicting with one another and triggering unexpected date shifts.
Data outage color change in bar charts: In cases where a data outage may affect your reporting, the impacted data range will be shaded by a hashed green line. This replaces the orange color of that line in the bar chart to a subtler indication of potentially missing data.
Request time off from the Time Off Requests page: We’ve added a button at the upper right to allow users to make time off requests from within the Time Off Requests list page.

Assist Feature Launches

Check out the latest updates to Assist, the issue resolution engine that's currently available for Zendesk accounts:

‍Assist copilot improvements

Add custom action buttons: Create custom actions to be used within the agent copilot. These workflows are custom to your organization and can be used to save time and reduce the friction of repetitive agent activities. Contact team-assist@assembledhq.com to get started!

Assist automation enhancements

View resolution paths: See a list of all resolution paths configured in Assist, plus click into individual resolution paths to see details of each step in the path. You’ll be able to see automated responses generated by each resolution path as well. This update gives you visibility into the automations you’ve created as well as the individual interactions impacted by the automation.

Assist admin glow-up

Add preferred and avoided phrases to the style guide: Refine your brand voice by adding phrases or emojis to use as well as phrases or emojis to avoid to the Assist style guide. Automated replies will instantly adjust to ensure a consistent brand experience across human and automated interactions.
Tailor replies based on ticket field tags: For companies with multiple brands or distinct product offerings, Assist can filter your documentation based on tags in your Zendesk help center articles. Assist uses ticket context to connect the right documentation to the relevant ticket.
Tailor replies based on ticket tag context: Configure Assist to read tags on your tickets to ensure the right context is used when generating a response.

April 2024

2024

🗓️ WFM Enhancements

Feature access cleanup: if a user does not have access to certain features or views, those features and views will be hidden from that user. Previously, users could see the links for features and views but clicking on unauthorized features and views would return an error message. This includes areas such as uploads, templates, forecast configuration, and staffing parameters.
Integrations page responsive design upgrade: the integrations page has gotten a makeover so it’s more responsive. This means that the layout is cleaner and more compact at various screen sizes (even small ones!).
Queue rule matching method name change: the description for one of the queue rule matching methods has been changed from “matches the pattern” to “matches wildcard (*)”, which more accurately describes what the rule does.
Loading state for the Save button in the staffing timeline has been fixed: before this update, the button would show an instant ‘Saved’ message upon clicking, which was misleading since the save was pending.
Assembled remembers your “Hide chart” preference: Now when you click “Hide chart” on the staffing timeline, we’ll remember that preference even if you leave the page and come back later.

🤖 Assist Feature Launches

Assist, the agent copilot and issue resolution engine for Zendesk, just came out of beta a few short weeks ago. While we’re launched, we’re far from done building! Learn about the latest exciting upgrades to our AI-powered product:

🧑‍✈️ Assist copilot improvements

Draft a reply improvements:
- The “Draft a reply” message will automatically be shortened if the channel is phone or chat, where agents typically need a more concise answer or reply.
- Assist now includes a hover tooltip above “Draft a reply” reminding users that they can use a shift click shortcut to include the reply in the Zendesk text box.
For Zendesk phone tickets, Assist now surfaces a “Draft internal note” button in lieu of the “Draft a reply” button to better reflect available actions in this support channel.
Summarize past tickets of a customer’s interactions with Assist: for scenarios where agents create separate tickets that are actually follow-ups to one underlying issue, Assist can pull all related tickets into a single view and provide a summary of interactions.

⚡️Assist automation enhancements

Thank you solver automatically replies to and closes tickets once a customer replies that their ticket is complete. This is a great way to clean up email backlog and keep agents focused on the most high-value work.
- Assist will skip a follow-up reply if a reply has already been made. This avoids the infinite “thank you loop” that’s a risk with other tools.
- Assist will reply as the last agent that replied to the ticket. That agent—not Assist—will be credited with the solve.

📊 Assist admin glow-up

Reporting on automations: you can now get a deeper view of how Assist automations are performing and their impact on your support metrics. New reports include:
- Volume sent over time
- CSAT associated with automated messages
- Number of true deflections created by Assist
Assist Scorecard report is now Quality report: the new name better reflects the contents of the report, which summarizes and visualizes the quality scores of Assist replies.
Assist style guide is even more powerful: Assist now gives you even more control over your style guide, to ensure every response is in your company’s brand voice. Enhancements include:
- Pre-determined tone, voice, and style categories make it simple to configure your style guide.
- Preview responses to a question, so you know Assist replies are consistent with your brand.
- Preview Assist replies from a variety of channels, ensuring that brief chats, phone answers, and detailed emails are all in sync with your brand voice.

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March 2024

2024

🤖 Assembled Assist

Assist, the new agent copilot and issue resolution engine powered by generative AI, is now generally available! With Assist, you'll deliver high-quality support at scale, seamlessly integrating AI into your support workflows. From instant answers to auto-drafted replies to automating returns, you'll see increasing efficiency starting on day one.

Learn more and schedule a demo.

💅 Enhancements

New Time Input component: We’ve created a more consistent time input in Shift Patterns to match what exists in Staffing Timeline.

Filters on Event Types page: Search by display name, filter by channel (or queue when available), and event classification.‍
Tooltips indicating the lookback period on the Realtime Table view: Previously, these only appeared on the panel view, but now tooltips are available on both views! Tooltips have also been added to the lookback selector.‍
Case Throughput Renaming: Email Productivity has been renamed Case Throughput to support upcoming product configuration options.‍
Agent level CSAT metrics on the Team Performance and Agent Scorecard pages: Two metrics are now available: The number of CSAT responses received by an agent and the average CSAT score of each agent‍
Reporting API support for 3 new handle time metrics: Zendesk users now have API support for agent_state_avg_handle_time_solved, ticket_time_solved, and tickets_touched_solved‍
Time off threshold update: We have improved what additional information we show for time off requests so only relevant evaluation thresholds are displayed.

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February 2024

2024

📊 New metric alert: stay on top of solved average handle time

This has been one of our most highly requested metrics, so we’re excited to announce that we’ve released solved average handle time in the Team Performance report for Zendesk users. This calculates the average time spent only on tickets that have been solved, giving you a more complete picture of performance.

This new metric is now active in all accounts with a Zendesk integration installed.

🤝 BPO vendor management updates

Assembled is designed to play nicely with your tech stack, which is why we’ve added three new WFM integrations to give even more transparency into the operations of your BPO vendors. Sync schedules from any of these platforms:

Alvaria
Injixo
Custom and proprietary scheduling platforms
NICE IEX (previously available)
Verint (previously available)

Learn more about vendor management integrations.

We’ve also updated the BPO planner so you can compare current BPO allocations with previous versions. This will let you see how allocations have changed over time, giving you extra help during billing reconciliation.

Learn more about the BPO planner.

👤 Deactivate users

We’ve added a new way for you to manage users without needing to delete and re-add people. If you don’t want to delete a person’s record and history, you can choose to deactivate them instead. Deactivated people will no longer be staffable, but you’ll be able to see their historical data including past schedules and adherence metrics. Better yet: if you need to, you can reactivate a person who’s been deactivated and get them back into scheduling rotation!

Learn more about deactivating, deleting and restoring people.

💅 Enhancements

Staffing timeline visual update: Staffing timeline events have been adjusted to a taller height, and we’ve added more prominent borders around each agent’s shift pattern to make it easier to see in-shift versus out-of-shift hours. Learn more about the exciting time tracking updates from last month’s newsletter on the Assembled blog!‍
‍Dark mode update: All overlay menus in the app are consistent with dark mode formatting.‍
Improved date selection behavior: When configuring forecasts, changing the end time will no longer cause the start time to change unexpectedly.‍
People page update: The People page import now supports adding start and end dates.‍
New badges on realtime overview: We’ve added new badges to the Realtime Overview page to indicate which metrics are aggregated over a look-back period, and which ones show how many tickets are in a channel or queue right now.‍
Improved API security: We’ve removed the ability to view and edit API keys in the Manage API page, which will improve security when using the Assembled API to connect with other applications.

January 2024

2024

📈 A customizable real-time management experience

Our new configurable Realtime Overview page gives you the tools to track and measure intraday activity however you want it. Now teams have the flexibility to select their preferred look-back window for tickets, messages, and solves that contribute to real-time metrics. You can also customize your company view and your own personal view — just select the channel-queue combinations that you would like to monitor and pin the metrics most relevant to your team.

Get started here.

⚙️ Streamline scheduling with shift pattern templates

Our Agent Shifts feature makes scheduling a breeze, and is now available in all accounts. Team leads can input working shift patterns for a group of agents — including both hours and days — which automatically adds a visual guide to the Staffing Timeline and My Schedule that shades out non-working hours. Shift patterns will populate dynamically in scheduling templates.

Learn more here.

🕰 Add agent working hours for more accuracy in time off reporting

Agent Shifts have the added bonus of making team PTO reporting more accurate than ever. Now, assigned shift patterns populate automatically in time off requests. This ensures that only shift hours are calculated in our analytics, instead of a 24-hour block for full-day time-off requests.

Set up your agent shifts here.

🛠 Use AND / OR conditions for queues and exclusions

Complex queue logic helps Assembled map even better to your CRM. Now you can configure queues and route tickets with more specificity than ever before. This feature is available for Pro and Enterprise accounts.

Learn more here, then see it in action.

💅 Enhancements

Several of our best-loved features got a glow-up this month thanks to feedback from customers like you. We hope these features help you speed up your workflows and get you to the data you need, faster than ever.

Drag to zoom in on forecast management: Quickly zoom into a segment of your forecast by dragging to select.
Drag to select on forecast configuration: Just drag over the area you’d like to use as an outlier or adjustment when configuring forecasts.
Time off request update: The name of the approver, denier, or canceler is displayed in each time off request.
Filter upload: Bulk upload the custom filters you’d like to use, and start slicing and dicing data to get the insights you need.
Create functional queues via the API: The Conversations API now accepts “tags” as an input and maps tickets onto the appropriate queue based on the tags.
Search on the templates page: Now each column (description, site, queue, team, skill, etc.) is included in your search.
Template editor layout: There’s a much more compact layout on the template editor page, improving the amount of information displayed without scrolling.
Custom timezone for BPO manager: Select the time zone you need to view the BPO staffing heatmaps.

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November 2023

2023

👩‍💻 Monitor adherence with Zendesk unified agent status

Big news for teams running omnichannel support — now we can pull in all standard and custom unified agent statuses. In Zendesk, teams can use one menu to receive tickets across any assigned channel, instead of updating each channel individually. By staying in sync with the way teams set up their support ops, adherence reporting stays as accurate as possible.

To get started, visit our help center to learn more, or head to the integrations page to enable the setting in the Zendesk section.

🔀 Bulk update events with ease

Single-select and individual event changes are so last year. Now on the Staffing Timeline, you can bulk-select all events of the same type and make edits all at once. This small but mighty update unlocks a ton of time savings for schedulers. To try it out today:

Right-click on an event → Select all events of type
Right-click on the empty canvas → For all agents, choose the event type to select

✨ Reporting is getting a glow-up

As our product grows, we’re still finding ways to keep that fresh, new product feeling every time you log in.

Our Team Performance report table has been upgraded to a high-performing and super-slick UI, setting the stage for even more future improvements. And for those of you that can’t get enough of our metrics, all reports are now full width pages, giving you maximum visibility to all the data you want to see.

Both of these updates are now live in all customer accounts!

🕰 Stay prepared for the next Daylight Saving Time

Even though we just set our clocks back a few weeks ago, it’s never too early to think about the next time change. We’ve updated our weekly Staffing Heatmaps to show all hourly intervals accurately on the days we have an additional or a missing hour.

Fixes

We’ve released a fix for the Zendesk app where some agents were stuck in an offline state and required a hard refresh after a new login.
We fixed a bug where the weekly heatmaps weren’t loading when clicking on the “Required vs Actual” tab or the “Actual vs Scheduled” tab.
Schedule change requests have been fixed so all action buttons stay in view when the preview is expanded.

October 2023

2023

🎊 Catch us on the Salesforce AppExchange

We’re so excited to announce that Salesforce Service Cloud customers can now find Assembled right from the AppExchange. From specialized features for tracking and forecasting units of work to highly adaptable options like skill-based routing and automated tasks — along with enterprise-grade security — we’ve built the industry’s deepest integration for omnichannel support in Salesforce.

Read all about it here.

🔎 Search Assembled faster than ever with new shortcuts

Our new universal search experience is here to make navigating Assembled even more of a breeze. Forget endless clicks and scrolling — our powerful new keyboard shortcuts let you jump, glide, and skip through Assembled in record time. Simply type ⌘K (Mac) or Ctrl-K (Windows), and use the search bar pop-up to:

Search for any agent to navigate to their scorecard or schedule.
Type in the name of a page to navigate there.
Apply and remove filters for channels, sites, or queues.

Learn more here.

🗓️ Get more visibility into schedule adherence

We’re bringing you more metrics in more places, to give teams a clearer picture of what’s happening in the day-to-day of their support operations. Schedule adherence has been a highly requested metric, and now it’s available in Agent Scorecard, Team Performance, and Realtime Agent Analysis! Teams already utilizing auto time tracking or aux codes can start calculating and reporting on schedule adherence today. Head to the settings page to enable the metric here.

Enhancements

Teams now have the option to filter agent states by platform status. This makes it even easier to manage your settings by allowing you to filter out old agent states from deactivated integrations, or search for specific agent state names.
On the People page, you can now upload agent platform associations in bulk via CSV. This is currently available for Intercom, Zendesk, Zendesk Talk, Zendesk Chat, Amazon Connect, Salesforce Service Cloud, and Kustomer. Watch this video to see it in action.
Now a browser warning will pop up anytime schedulers try to navigate away when they’ve got unsaved changes on the Staffing Timeline.
On the Staffing Timeline, we’ve added a new column for agent timezones so you can quickly see where all your agents are located when making schedule changes.

September 2023

2023

⌚ Prevent agent state errors in Zendesk with our Chrome extension

Our extension ensures you’ll have the clearest picture of real-time agent activity. By limiting agents to having only one tab of Zendesk open at a time and preventing any accidental offline statuses, your agent states will always be accurate in Assembled.

The Assembled App for Zendesk is required to begin using this extension. Visit the Chrome store to get started.

✂️ Improve agent state accuracy with automated exclusions

Inaccurate metrics when agents forget to log out can be a real pain in the Ass-embled. Now there’s an easy way to customize rules that automatically exclude agent state data if that agent remains logged in after their shift has ended. Along with the new metrics we’ve introduced and manual agent state editing, we’re doubling down on time tracking capabilities to ensure teams have the full picture of how time is being spent across their organization.

This feature is now available for Pro and Enterprise customers. Learn how to get started here.

👀 See out of adherence duration at a glance

It’s even easier to make intraday decisions with this new highly-requested metric. On Realtime Agent Analysis, managers can now easily sort and see how long an agent has been out of adherence for their currently scheduled productive event.

Enhancements

For customers with business hours configured across their channels or queues, we now have the option to take configured business hours into account for the SLA we show on the Realtime Dashboard. Email our support team to enable this update.
There is now a Google Calendar Write Enabled column on the People page CSV export, to show whether a user has connected their calendar to Assembled.
Agent Scorecard graphs now have hours labeled along the x-axis when looking at one day’s worth of data.
Agent Scorecards will now show Zendesk ticket information in adherence timeline pop-up windows.
The header on the People page now sticks to the top, so the filters are still visible as you scroll. We’re also rolling out new, more compact page headers across the product, to make even more room for data.
When sorting by role on the People page (the default), we now sort by role hierarchy instead of alphabetically by role name.
“Select all” has been added to the Time Off Request page, saving team leads from approving every request individually.
Schedule Analytics CSV exports now contain an aggregate column for approved time-off requests.
An agent search filter has been added to the Schedule Analytics report page.
We’ve updated our HiBob integration to increase the sync frequency from every 15 minutes to every 10 minutes, so time off updates are even closer to real time.
When opening an agent’s scorecard from Team Performance, we will now maintain the date range you were just looking at so you can compare more easily.

Fixes

We’ve fixed scheduling history exports when an agent is selected. Previously, all agents were included in the export. Now, only the selected agent will show up in the export.
Event optimizations previously had an error when users selected custom time ranges or selected an optimization that didn’t apply to their chosen time range. Both have been fixed to send the custom data and let a user know when an optimization cannot be applied.
The forecast CSV export has been fixed to show the correct queue names.
The labels on the staffing chart on the staffing timeline have been tweaked for clarity. The blue bars are now labeled “Staffing (required)”, for the portion of your staffing up to the required amount, and the green bars are now labeled “Staffing (surplus)” for the additional portion that exceeds your requirements.

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August 2023

2023

🔒 Get faster, more secure logins with SAML SSO

This one goes out to all the teams looking to enhance their security and streamline operations. We're excited to announce that SAML SSO is now generally available for Enterprise accounts. With this feature, you can log in to Assembled using your existing credentials, removing the need for multiple passwords and saving your team from password resets, account lockouts, and handwritten password reminders on Post-It notes. Learn more here.

⚡ Find the information you need in a flash

Filtering just got a glow-up. With a sleeker and more user-friendly interface, our new filter component allows you to drill down to the information you need more quickly and intuitively. This feature is live in all accounts now, so go ahead — filter to your heart’s content.

🔍 Work more efficiently with universal search

If you’re a whiz with keyboard shortcuts, get ready for this exciting new beta release! Using “Command + K” puts mission control right at your fingertips by allowing you to search across pages, agents, and filters in one pop-up. With a few additional enhancements — including more keyboard shortcuts and highlights to show text matches — navigation is faster than ever. Watch a quick overview video, then sign up for our beta program here.

🖱Step by step, bit by bit, user by user, click by click

The journey to a slick user interface starts with just a single click. 50,000 clicks later, we’ve learned A LOT about Assembled user behavior. Assembled UX extraordinaire Francine Navarro shares a glimpse into the experimentation and investigative research that goes into our date picker design — one of many components our team is constantly iterating on to make our product even more intuitive and user-friendly. Read more here.

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Improvements

The date header in the Agent Scorecard now supports multiple time zones.
Users now have the option to pin the adherence timeline to the top of the Agent Scorecard instead of having to scroll to the bottom of the page. Visit the "View settings" menu to try it out.
New time stamps on schedule change requests give team members better visibility into conflicting or overlapping requests.
We’ve rolled out our new, improved date picker to the Staffing Timeline. It still supports keyboard shortcuts, but now it’s even easier to change what date range you’re scheduling for.
We fixed a bug on the weekly view of the Staffing Timeline where some x-axis labels were hidden from the chart at certain browser widths. Now all dates are visible, regardless of browser width.
Intercom users: Assembled can now delete Intercom events in real time, instead of once every 24 hours. Reach out to support@assembledhq.com to enable this in your account.

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July 2023

2023

⏱ Get a better understanding of how your team spends its time

You wanted more team visibility and in-depth reporting, you got it. Our new metrics will give you better insight into how much time an agent spends per day on productive work and allow you to compare stats across agents, teams, and queues. On the Team Performance Report and Agent Scorecard, now we’ll report on schedule utilization, actual utilization, cases solved per actual productive hour, messages sent per actual productive hour, in-office shrinkage, actual productive time, and actual non-productive time.

This feature is still in early access. Reach out to join our beta program.

🚀 Reduce human error with advanced time tracking rules

Human error? Us? Never.

We get it — it happens to the best of us. That’s why we’ve built a couple of new safeguards to ensure you’ve always got the most accurate, reliable data possible.

With time-tracking exclusions, teams can create rules for agent states that will automatically exclude certain data from reporting. Next time your agents forget to log out for the evening, the rules you configure will automatically switch their state to Offline, meaning you won’t have to worry about inflated metrics. Additionally, managers will have the ability to edit agent states manually when they need to eliminate any inaccuracies.

This feature is still in early access for Pro and Enterprise customers. Reach out to join our beta program.

🔎 Investigate historical adherence in seconds

The fewer the clicks, the happier the real-time analysts. Trust us — it’s science. Now, clicking on any agent name on the Realtime Agent Analysis page will bring up a pop-up window that displays their adherence timeline for the day. From there, you can double-click into their full profile or scorecard for deeper investigation.

Improvements

Realtime Agent Analysis will now display current states only for a customer’s enabled platforms. This is huge for RTAs that need a clutter-free dashboard.
For teams that rely on multiple users to edit schedules, schedulers will now see a warning notification if they try to make changes to an outdated schedule on the staffing timeline. Learn more.
Schedule change requests are now available for basic users, giving these agents even more flexibility in their schedules.
Now on the Forecast vs. Actual Report, our new export option allows teams to drill down to the specific tickets, status changes, or ticket segments that contribute to any given cell.
New search functionality on staffing timeline templates has autocomplete and search across pages.

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June 2023

2023

📊 Boost your real-time workflows with Realtime Analysis

Calling all RTAs 📣! With our new realtime analysis page, you can easily search for a specific agent, sort and filter by the site and queue of your choice, group by two levels with agent properties and real-time metrics, and save your preferred view to share with your teammates in a single source of truth. Identify queues that need support across in-house teams and BPOs and quickly shift over agents to ensure SLA is met — every single time.

⚡Lightning-fast reporting is on the way

Brace yourself for loading speeds up to 99% faster than before with major improvements to our reporting architecture designed to deliver ultra-responsive reports. Our detailed documentation provides an in-depth look at these enhancements and potential use cases. We’ll be rolling this out to all users in the next month, so stay tuned!

📅 Viewing historical agent adherence data just got easier

The adherence timeline in the agent scorecard has a new date picker. Now you can easily navigate between dates when looking for historical adherence for your agents while maintaining the date range of the other metrics.

⌛Track adherence for productive and non-productive events

The day our WFMs and RTAs have been waiting for is here (well, for anyone who signs up for early access, at least). Now you can track adherence for events that don’t involve answering tickets — such as lunches, breaks, and training, to name a few. This is perfect for teams that use a clock-in clock-out system. Customize agent scorecards with these new metrics to power your coaching conversations. Sign up for early access.

🔐 Streamline logins with SAML SSO

Tired of juggling multiple credentials? With SAML SSO, you can use a single set of login details to access Assembled and multiple applications simultaneously. This time-saving feature is available exclusively on our Enterprise plan. Sign up for early access.

Improvements:

Expand and collapse toggles have now been added for all child queues on the queue configuration page.
Longer-named metrics now wrap into a second line on the team performance report.
We now have labels denoting which heatmaps were copied to the clipboard on the staffing heatmaps report.
Date picker improvements: Date formats now adjust to the specific locale formatting on the date picker and there is now a “last two weeks” pre-set option.
An option to filter for conflicting events has now been added to the staffing timeline.
A new date picker has been added to the schedule change requests page.
We’ve added a feature preventing saves if a user makes changes to an outdated schedule. Watch a quick demo here.
The HiBob integration can now be configured using a service user for authentication.
The HiBob integration now updates your time off every 15 minutes (rather than every 6 hours).

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May 2023

2023

🎛️ Manage BPOs smarter with our WFM integration

This first-of-its-kind turnkey solution seamlessly connects WFM tools to a unified data source. Our WFM integration provides unparalleled visibility into your BPO network so you can proactively manage outsourced staffing, eliminate gaps caused by manual duplication of schedules, and have the confidence to understand exactly what you’re paying for. Elevate your workforce management game with this premium add-on, designed to make your life easier and your operations smoother than ever before.

If your BPO partners use NICE IEX or Verint, our integration will effortlessly sync their schedules directly into Assembled. Reach out to learn more!

🤝 The best of WFM meets the best of QA

We are excited to announce our Klaus integration, which bridges the gap between efficient workforce management and outstanding customer service quality. With this integration, you can now sync reviews and display the QA scores in the agent scorecard to supercharge your coaching conversations. Learn more.

📅 New date picker is now available on all reports

We've introduced a more efficient date picker tool in all our reports for your convenience. This enhanced feature enables you to effortlessly choose from pre-defined date ranges, select dates from a calendar, or even manually enter specific dates according to your needs. Its user-friendly design and versatility will improve your experience and expedite navigation through our reports.

🔎 Finding the right agent for the job just got easier

We have enhanced the agent search feature in the staffing timeline to improve efficiency and user-friendliness. This upgrade allows for an effortless search for agents across several pages. Watch this video to see it in action.

Improvements:

We have released some enhancements to the agent scorecard, including the ability to show or hide productive events, as well as more detailed tooltips on the adherence timeline.
Scrollbars throughout the product are now dark in dark mode.
Events that are being edited are now highlighted on the staffing timeline.

April 2023

2023

🔐 Streamline logins with SAML SSO

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🎛️ Revolutionize BPO management with our WFM integration

If your business process outsourcing (BPO) partners use NICE IEX or Verint, our integration will effortlessly sync their schedules directly into Assembled. Sign up for early access.

🔎 Improved agent search input

We've revamped the agent search input on the staffing timeline, delivering a more efficient and user-friendly experience as you search for the perfect agent. Watch this video to see it in action. If you like what you see, sign up for early access.

📊New Filter Component

We’ve introduced a new and improved filter component that is being tested on the staffing timeline, providing a sleeker and more intuitive user experience for filtering data. If you’re interested in testing this new filter component, sign up for early access.

Improvements

Improved audit panels on the queue configuration page allow you to audit tickets, view and export individual ticket segments, and more
Created_at and updated_at fields have been added to our Activities API.
When agents request time off, we’ve fixed a bug with how we calculate the number of overlapping requests to ensure we’re only counting the actual number of agents, instead of the number of requests overall
Staffing timeline improvements: we’ve adjusted the staffing timeline so it always expands to the full width of your window, and we’ve also adjusted the typography to ensure times of day and metrics render more legibly
Several improvements have been made to our main navigation bar, including: narrower text that fits the space better, a subtler selected state, proper focus state for keyboard navigation, more readable text, and clearly highlighting features that are in alpha or beta testing, or are newly available

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March 2023

2023

🏎️ Buckle up, your experience just got even faster

We know how important it is for your team to have a lightning fast, reliable experience and our engineering team has been hard at work upgrading our database infrastructure to the latest PostgreSQL database, substantially improving latency on APIs so reports load at maximum velocity. These include:

Heatmaps loading 10x faster than before, allowing you almost instant visibility into under and over staffing visuals to present to your executive team
Supercharged runtime performance on the Staffing Timeline, allowing events to be bulk selected, copied and pasted at lightning fast speeds
Applying template speeds that are now at least 30x faster than before, which is hugely impactful for the enterprise companies we partner with

We are committed to making Assembled the fastest, most delightful support ops platform for our users. We have more updates coming down the pipe…stay tuned!

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🌤️ Effortlessly compare and select forecast models

Our latest forecast management report allows you to easily compare forecast models across channels and queues, enabling you to choose the best-performing option based on historical data.

🔗 Seamless Zoom Contact Center integration

We are thrilled to be the first workforce management platform to integrate with Zoom Contact Center. In just one click, users can sync agent states and ticket volume into Assembled. This integration unites Zoom Contact Center's omnichannel capabilities with Assembled's support operations platform, offering workforce managers comprehensive visibility into key support metrics through a unified dashboard. Learn how to connect the integration here.

🔄 Zendesk app update: Less logging in, more convenience

Our Zendesk app update is now live, bringing you a more streamlined experience. With this improvement, agents no longer need to be logged in to Assembled for agent state data to be recorded. Simply have your Zendesk admin follow a few quick steps outlined in this video and everything will be set up in minutes.

⏰ Stay prepared with daylight saving time tips

As the seasons change, so do the clocks. We outline tips and tricks on navigating daylight savings here.

Improvements:

Effortlessly choose a specific day with our streamlined single date picker
Experience the enhanced date picker on the Team Performance report for improved insights
Conveniently export the forecasted vs. actual report in CSV format for easy data analysis
New time input field has been added to the time off request form
Optimizations can now be created for a single event over an entire week

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February 2023

2023

🧪Test different scenarios so you can meet your SLA every time

Don’t just build schedules — test them! Test Schedules helps you ensure optimal staffing levels by modeling different scenarios and their impact to your SLA. You can now easily publish your test schedule to your primary one, and, better yet, select specific agent groups to apply the schedule to.

This feature applies to folks with draft schedules enabled. If you’d like to turn this on for your organization, reach out to our team.

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🌤️Sign up for early access to our latest forecast accuracy report

Easily compare forecast models and select the most ideal one across your various channels and queues with our newest forecast accuracy report. Sign up for early access here.

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📊Get early access to our updated realtime analysis page

Calling all RTAs 📣! With our new realtime analysis page, you can easily search for a specific agent, sort and filter by the site and queue of your choice, and save your preferred view to share with your teammates. Identify queues that need support and quickly shift over agents to ensure SLA is met — every single time. Sign up for early access.

Improvements:

A new CSV export for the Forecasted vs. Actual report is now available with updated formatting and queue options
Staffing heatmaps have even more granular intervals below the hour threshold with the ability to change your interval via dropdown if your account is on 15 or 30 minute intervals
API keys now have name and description fields
Role and restricted sites filtering have been added to the People page

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January 2023

2023

📶 Bring your data together with our Fivetran connector

We know how important it is for all your teams to see your data in one place, no matter the source. That’s why we’ve partnered with Fivetran, which automates the most time-consuming parts of the ELT process to centralize your data to the destination of your choice*.* With our latest connector, you can easily blend data from Assembled with other sources for analysis in your business intelligence dashboards.

If you’d like to participate in our early access program, get started with installing the connector here. We value your feedback, so feel free to email our Partnerships team and share your thoughts.

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📅 Save time on scheduling with multi-row copy and paste

The moment our schedulers have been waiting for has arrived! We’re excited to announce the ability to copy and paste multiple rows. Now you can easily schedule multiple shift types across days and weeks — modifying schedules in seconds. We know how much you value speed and efficiency in your workflow. This one will definitely save you and your team time.

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📊 Access your reports faster with our new date picker (in early access)

With an expanded 2-month calendar view and even better preset date ranges, our new date picker makes it incredibly easy to get the data you need in reports and across our platform. Now you can see all your metrics over a specified timeframe in fewer clicks.

Interested in trying this feature? Email our Support team to sign up for the beta.

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⚙️ Get total access to agent state data via our new API endpoint

Our newly launched agent states API endpoint grants you frictionless access to raw data insights. Export this data and feed it into your business intelligence tool of choice so you can slice and dice your analysis of adherence and conformance by site, team, or queue. Learn more here.

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🎬 Watch our latest webinar to learn about new data access features

Our team has been hard at work building game-changing features to supercharge your data workflows, including new API endpoints, CSV exports, time-tracking, and more. To learn more about these new features and how customers can use data to showcase cost savings, watch this on-demand webinar. You can also learn about these features while diving deeper into our data philosophy by reading the blog.

Improvements

With our new event-type color picker and a new set of default colors for event types, it’s now easier to pick complementary colors with easy-to-read, high-contrast text. This should make the Assembled experience much friendlier for folks with color vision deficiency.
Schedule pages for agents will now save your last date range when you reload the page or navigate between pages.

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December 2022

2022

☎️ Get connected with Amazon Connect

Great news for teams that use or are thinking about using Amazon Connect! With our new integration, you can pull contact center data from Amazon Connect into Assembled and start optimizing workflows and staffing almost instantly. This one-click integration combines Amazon Connect’s omnichannel contact center capabilities with Assembled’s advanced support operations platform so you can empower your team, optimize your BPOs, and plan for long-term staffing needs. Learn how to enable this integration here.

⚙️ Analyze schedule metrics your way with our API

Want to know who’s making schedule changes and when? Easily pull that data into Looker, Tableau, or your system of choice so you can take a closer look with our API. With all your metrics in one place, you’ll be able to better track time off while ensuring robust scheduling reporting. Learn more here.

🎬 Get a look at where we’re headed

Our team has been hard at work building game-changing features that we know you and your team are going to love. We’re talking visibility into performance and productivity on a level you’ve never seen before, flexible scheduling capabilities that ease the burden of building schedules at scale, and an approach to vendor management that’s guaranteed to keep you and your BPOs on the same page. We laid out our vision for all of this and so much more in last month’s product roadmap webinar, which you can watch on demand here.

Improvements:

The Agent Scorecard got a refresh: now you can see default events and time-off events, as well as a new and improved adherence display
Uploading users to the People page in bulk is now as easy as uploading a CSV file
Now you can add agent skills as a column on the Staffing Timeline
The Forecasted vs. Actuals report now shows data in a more compact manner

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November 2022

2022

🚀 Your data, your way—now even more accessible

While we aim to create the most delightful user experience in our in-app reports here at Assembled, we know that you sometimes just need to export data and create pivot tables on your own terms. To this end, we’ve recently introduced:

Agent states exports across all agents and contact platforms at the second level of granularity, thus allowing you to see where your agents are spending their time and which tickets are the most time consuming.
A new staffing timeline export that allows you to calculate important metrics like shrinkage percentage, time spent on various scheduled activities, and more.
An event change history log that simplifies audit compliance while giving your schedulers visibility into who’s making changes to schedules.

We know how important it is to meet you where you are. With Assembled, it’s always your data on your terms!

⚙️ Streamline time-off requests with our Workday integration

For those of you that use HR platforms, we know having a seamless way to import time-off requests into Assembled from an HRIS platform is essential for reducing manual work and the risk of errors. That’s why we’re excited to announce that time-off requests approved in Workday can now be automatically synced with Assembled.

Say goodbye to manually inputting the same time-off request in two different platforms and hello to better data visibility in one convenient location. You can find instructions for setting up your Workday integration here.

📅 A better schedule viewing experience for your agents

We know your agents spend a lot of time looking at their schedules, so we set out to make the viewing experience even more delightful. As we all know, 💗 happy + engaged agents = 📈 higher retention and even happier managers + WFMs!

Now, when agents are on their My Schedule page, they can edit events, undo and redo changes, make lightning-fast tweaks with intuitive keyboard shortcuts, and jump directly to any date they want to see.

Improvements

There’s a new tooltip on the staffing timeline for when daylight saving time starts and ends.
Time-off request denial reasons can now be viewed on the time-off requests page.

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October 2022

2022

🚥 Get a big-picture view of how agents spend their workdays

With Assembled’s new Aux Codes, agents can now track the time they spend engaged in activities outside of answering tickets—such as trainings, breaks, and lunch. This combined with automatic time tracking provides a comprehensive view of how agents are spending their workdays. Complete visibility into agent state data—as well as adherence and conformance for both productive and non-productive events—enriches shrinkage reporting and more. Get a sneak peek here.

Interested in enabling Aux Codes for your team? Contact your customer success manager or send us an email at success@assembledhq.com.

📅 Build flexible schedules with open shifts on templates

You needed more flexible scheduling templates and we understood the assignment. This new feature makes it easier for you to schedule agents on rotations, facilitate shift swaps, and assign agents to open shifts. If an agent changes teams then you simply remove them from the template but their shift remains for the next available one. Learn more here.

Improvements:

Assembled users can now export staffing heat maps. Contact success@assembledhq.com to enable this feature.
The staffing timeline now has event list exports.
The audit ticket panel in the queue configuration page now has queue and channel fields.

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September 2022

2022

📅 The power of schedule change requests is now in agents’ hands

Talk about ✨agentsy✨ (like agency but for agents, get it?!) 👀. Agents can now propose changes to their schedule for managers to approve. Empowering agents while giving managers extra time back? That’s a win-win situation, if we ever saw one. This update also provides visibility into net staffing so managers can have a clear view of the implications of smashing that approve-event-request button.

If you’re interested in enabling this for your team, reach out to your CSM or email success@assembledhq.com 💌.

🩺 Time-off requests just got even more granular

Now, agents have the ability to submit even more granular time-off requests that account for exactly how many days and hours they plan to take off 🎯. Additionally, we record an agent’s PTO balance, giving managers even more visibility into the impact of each time-off request. Who doesn’t love more accurate schedule analytics reporting?

🥁 Drumroll please… our new Talkdesk integration is live!

You asked for it, we delivered 👊. We’re talking about our newest integration with Talkdesk, and we hope you’re as excited about it as we are! This integration means support teams that use Talkdesk can say goodbye to countless hours of manual scheduling and reporting ⏱️. Learn how to connect Talkdesk directly to Assembled here.

🔍 Inspecting your data has never been easier

With new improvements to how you create queues and organize incoming conversations, configuring your own Assembled instance is even more of a breeze 💁. This update also provides detailed views so you can see the conversations that compose each queue—and inspect your data in further depth! Learn more here.

Improvements:

Save changes, edit events, and navigate to dates directly with the date picker on the My Schedule page.
Filter by scheduling availability and/or skill when creating, saving, and editing people on templates.
The realtime dashboard now sorts by adherence in descending order rather than state.
Exporting email backlog tickets is now available on the staffing timeline.

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August 2022

2022

⚙️ Introducing HR Integrations—starting with HiBob

For those of you that use HR platforms, we know having a seamless way to import time-off requests into Assembled from a human resource information system is essential to supercharging your workflows. Putting the same time-off request in twice is a pain, and time is money! 💵

We’re excited to announce that we’ve built out the infrastructure to rapidly expand our HR integration catalog—starting with ✨HiBob✨—so you can seamlessly import your approve time-off requests directly into Assembled!

Learn more about our HiBob integration here.

📊 Dynamic average handle time for bullet-proof staffing

It’s no secret that meeting your SLA is only effective when staffing is optimized. And what’s a key ingredient for optimized staffing? Handle times that are reflective of your agents’ true productivity!

Instead of manually configuring these metrics, we can now forecast average handle times, email productivity and more based on actual data for each of your channels. Simply choose whether you’d like you these metrics to be dynamic or manually inputted and ❣️voila❣️—we’ll do the rest!

👥 Getting even more granular with 15-minute intervals

When fielding a lot of volume from live channels and evaluating SLA more granularly, shorter intervals can make a world of difference. That’s why we’re thrilled to share that we now offer 15-minute intervals for both forecasting and staffing.

Reach out to your CSM or email success@assembledhq.com if you’re interested in enabling this for your team!

📅 Supercharging your template experience with greater flexibility

To all our amazing schedulers—this one’s for ✨you✨. We’ve supercharged your template experience with the flexibility to clone a template and add or remove anyone. Say goodbye to fixed sites, groups, and teams and hello to full customizability! 😍

Additionally, we’ve enhanced our template application experience with the ability to customize recurrences. Do you schedule on rotations and need to apply a template on Tuesday and Thursday every two weeks? Every five weeks? We’ve got you!

Watch our first-ever product roadmap webinar

We launched our inaugural product roadmap webinar to give you a sneak peek at some of the amazing features coming down the pipe, as well as our overall vision. If you’d like to view the recording, request access here.

Improvements:

Assembled admins can now set their statuses on Google Calendar events to free or busy
We’ve added a new filter on the People page that allows you to see active or deleted users

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July 2022

2022

💌 Never miss SLAs with all-new email backlog forecasting

In a world where the majority of people prefer email support over other channels, CX teams have to contend with never-ending backlogs that are impossible to forecast and hard to prepare for. That’s why we had to build an email backlog forecasting model! Thanks to this game-changing feature, your email SLA will now account for existing and forecasted backlog and business hours. You’ll also be able to visualize historical backlog and see how it may change in the future. This is major for email-centric support teams, and unprecedented in WFM tools!

Get all the details on the launch❣️ here❣️.

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📈 Break down forecast totals by arrival pattern

This one’s for the workforce managers out there. Now, we dynamically generate forecasts based on imported (API or CSV) historical arrival patterns. For example, let’s say you are expecting 10,000 phone calls between May 1 - May 5. You can import this volume into the system and we will then dynamically generate an hourly forecast based on past arrival patterns for phone (taking into account the peaks and valleys where traffic can change).

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🔎 Filter schedule history and restore changes by agent

Effective scheduling requires meaningful visibility. This means knowing who made any changes, which changes were made, and when they were made. Now, you can easily view and revert schedule changes made for individual agents on the Staffing Timeline! Simply click below the forecasting panel to restore the specific version you’d like - it’s that easy! More details here.

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📅 Re-syncing Google Calendar events

Re-syncing Google Calendar events in Assembled is here! This ensures that event placement is up-to-date across both tools. Watch how it works here, and let your CSM know if you’d like this activated!

Improvements

We are excited to announce our newest integration with Talkdesk, and enhance visibility into real-time phone data.
Additional heatmaps are now available via a drop-down menu in the Staffing Heatmaps report.
Improvements to time off notification emails - with more detail as to who denied the request and the reason.
Added a “system setting” to light or dark mode that uses the browser default rather than a fixed setting - more details here.
Open tickets in the realtime dashboard now match with totals in Kustomer.

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June 2022

2022

Copy and paste never looked so good ⌨️

Copying and pasting events for multiple agents on the Staffing Timeline is now possible in the day view. This is a major time-saver and workflow improvement, especially if you have many agents doing similar shifts throughout the day.

Even more staffing visibility with heatmaps on the Staffing Timeline 🧳

Things are heating up in Assembled. Now, heatmaps are available on the Staffing Timeline, which means that you can immediately visualize the impact of scheduling decisions on your overall net staffing.

You can also break down your net staffing by channel and see them all at once! This is highly beneficial for a majority of our teams who have agents working on both email + live channels concurrently while maintaining simultaneous coverage across multiple channels.

Time Off Calendar View and Filters 🗓️

Time Off requests are now viewable through a 📅 calendar view 📅, providing you with visibility on how many agents are taking time off throughout the month. Gone are the days of filtering for PTO requests on the Staffing Timeline and it’s time to say hello to a new, streamlined calendar view!

You are now able to filter time off requests based on:

Agent Characteristics (channel, queue, site)
Request Type (status, event type, etc)

This allows you to search for time-off requests even quicker than before, making it especially handy for teams with many agents.

People API 🫂

The People API has launched, allowing teams to programmatically create, modify and even delete People (what we call users) from their servers. This is especially useful for our teams with thousands of agents who prefer a streamlined approach towards user-management and integration capabilities with their own systems! You can access the API docs here.

Adherence API 📊

The Adherence API is now live, allowing teams to query for adherence related metrics such as adherence percentage, utilization and more directly from our API at the most granular interval levels. This is significant in enabling workforce managers, analysts, and a variety of folks across the teams we work with to perform their own adherence analysis. You can access the API docs here.

Improvements

Copy-pasted template events are now considered manually edited events and will be preserved when a new template is applied
Agents scheduled for events that are unmapped to any platform no longer show up above the fold; now you have to click on “show more agents” to see them.
For Zendesk Email users - it is now possible to split the Zendesk (Online) state into two states: Online (Open Tickets) and Online (Closed Tickets). If you would prefer to not count the time that your agents are reviewing closed tickets in adherence, this one is for you! Be sure to contact your CSM if you’d like this feature enabled!
Sorting is now deterministic; we tie break by name followed by email
Fixed an issue related to channel matching on Kustomer
It is now possible to calculate metrics from Kustomer based on one’s business hours. Be sure to contact your CSM if you’d like this feature enabled!
Fixed horizontal scrolling issues across a number of reports

April 2022

2022

Introducing the Agent Scorecard report 📈

We have officially launched the Agent Scorecard report! This new report is aimed at providing you with a more comprehensive view of your agent’s overall adherence, as well as key metrics that measure your agent’s performance. We also provide the ability to display your agent's scores if a QA integration is enabled on Assembled.

For example, if you're trying to better draw relations your agent's adherence to their schedules for the past week, the Agent Scorecard provides you with the exact metrics to do so, without any significant effort.

We’ve written up a short document here for you to get a deep dive into our brand new report, and we’d love to hear what you think.

As part of the launch, we will also formally rename the Agent Performance report to the Team Performance report.

Improved Optimization flows ⚡

We’ve now created preset optimization cards for Lunch/Break events, as well as Standard events. For events labelled as Lunch/Breaks, we try to automatically find them on our customer’s behalf, reducing the manual configuration needed.

We’ve also improved the workflow, and created a short Loom for you here!

Simplified SLA tracking ⏲️

It’s now possible to select from hours, minutes or seconds when configuring your SLA metrics, and we also automatically do the conversion for you, based on the values that you fill in.

Improvements

Fixed an issue where forecast data was showing incorrect values on the Staffing Timeline
Fixed an issue where the forecast unexpectedly showed a spike in some channels
Forecast numbers on the Staffing Timeline are now rounded to two decimal places
Added a feature that allows for quicker re-provisioning of previously deleted agents
Added a feature where it is now possible to use Shift + Click when attempting to select users in bulk
Added a feature where it is now possible to drag and select an area on the Forecasts > Configuration chart to configure an outlier or adjustment
Further improved the overall initial load time of the Staffing Timeline by 30%

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March 2022

2022

Better time-zone management ⏱️

All agent profiles now the agent’s local timezone, while automatically calculating and displaying the difference in time based on the user’s timezone.

New threshold settings 📊

We now allow for the setting of “less than” thresholds on our real-time dashboard, allowing you to have even more flexibility when keeping track of your data.

Improvements

Fixed a bug where it was previously unable to delete all events from the multi-event modal
The timeline header is now bolded for easier viewing
Forecasts can now be generated far into the future. Reach out to our Support Team for more information
User sessions now expire after 30 days
The time period (AM/PM) is now automatically predicted when you’re creating a new event on the Staffing Timeline

February 2022

2022

Tracking changes to your schedules 👀

We’ve added a new feature that keeps track of all the changes made to your schedules, ensuring that no change goes unnoticed. This also serves as an easy way for users to automatically revert their schedules back to an earlier version. You can easily access this on the Staffing Timeline, by clicking on the “More” button located just below the graph.

Introducing keyboard shortcuts ⌨️

In addition to the Staffing Timeline V2 launch, we now have a diagram for all your keyboard shortcuts that you’ll need when creating schedules for your agents. Say 👋 to increased productivity!

Improvements

Reduced initial page load times by 50% on the Staffing Timeline
Users are now able to add People directly from the Staffing Timeline
All customers are now able to upload conversation data via the Assembled dashboard
Added detailed error messaging on the /agents/state API endpoint
Fixed a bug where having both an API and contact centre integration would result in no data showing on the real-time dashboard

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January 2022

2022

New Staffing Timeline 🕹️

We’re thrilled to announce the New Staffing Timeline!

👀 Click here to watch a demo of the Staffing Timeline in action.

🗓 Click here for a complete list of all the features in this launch that will help make your scheduling experience more intuitive and efficient.

💡 Click here to access our blogpost.

Secure single sign-on via Okta

We now support single sign on via Okta. We’re officially on the Okta Integration Network and we're Okta Verified. Contact us if you want to use Okta to sign in to Assembled.

Agent Flexibility

Agents can now allow their managers to edit time off requests before approval. Check the “Editable by Manager” checkbox when making a request as seen below.

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More ways to reach us

In addition to Slack and the chat bubble in the bottom-right corner of our app, you can now reach us directly from the Assembled up for submitting feedback or accessing support.

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Other features and fixes

The Assembled Agents endpoint now returns the agent ID from Integrations like Zendesk and Salesforce. For more information on the endpoint see here.
Added the ability to clear a person’s site

December 2021

2021

Better quality of life when scheduling

We've made a number of tweaks to improve your scheduling experience. We now smartly infer input times when you're creating or editing an event and have added a CMD+Enter keyboard shortcut to submit information in a create or edit event popover. We've also made the copy/paste behavior on the week view more predictable.

Event optimization improvements

We've taken your feedback and are continuing to improve event optimizations! You can now easily take existing optimization rules and clone them into a new rule. You can also more seamlessly use templates and optimizations at the same time.

Other features and fixes

We fixed a bug that prevented Salesforce's Talkdesk connector from syncing certain metrics correctly.
We improved the display of the queue settings.
We improved the reliability of our Zendesk chat sync.
We fixed a bug within the Forecasted vs Actual report that caused duplicate data for the day of daylight savings.
We fixed a bug pertaining to uploading forecasts with invalid attributes.

November 2021

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 2021

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 2021

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 2021

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!

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Introducing a shiny, highly usable integrations page

Users have more visibility into how their data backfills are going

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

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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 2021

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.

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Other features and fixes

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

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July 2021

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 2021

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 2021

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.

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May 2021

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.

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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 2021

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.

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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 2021

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.

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March 2021

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.

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March 2021

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 2021

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 2021

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 2021

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 2021

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.

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January 2021

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 2020

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 2020

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 2020

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 2020

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 2020

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 2020

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.

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September 2020

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 2020

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.

August 2020

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.

September 2020

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 2020

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 2020

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 2020

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 2020

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 2020

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 2020

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 2020

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

January 2020

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

January 2020

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 2020

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

February 2020

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

March 2020

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

March 2020

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

April 2020

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

April 2020

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 2020

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

See what’s new in Assembled

See what’s new in Assembled

AI Agents and Agent Copilot

📈 Get the full picture of AI performance with resolution rate and containment

📝 Use AI to polish replies in Zendesk — no Assist required

🔁 Enable instant warm handoffs to live agents in Salesforce

📬 AI agents are now available for every channel in Salesforce

Enhancements

Workforce Management

🧭 Navigate to everything you need in one place

📊 View all performance data in one reporting hub

🧩 Define more flexible scheduling rules

🕒 Approve expired schedule change requests

✉️ Send clearer shift swap notifications

📅 Respect synced events in calendar swaps

AI Agent and Copilot

🖼️ Process images in chat

📋 Customize handoffs to match your policies

🧠 Integrate chat into your own apps via API

Enhancements

Workforce Management

⚖️ Eliminate scheduling gaps with layers

🧾 Delete forecast totals with self-serve controls

🚫 Surface clearer error messages in key workflows

🔍 Track deleted events during vendor schedule uploads

Workforce Management launches

🔄 Bring agent flexibility and automation together with shift swaps

⚖️ Eliminate scheduling gaps with schedule layers

🌟 Use automated approvals to streamline time-off requests

🔒 Get built-in protection with automatic schedule compliance checks

Vendor Management feature launches

💰 Make invoicing a breeze with the BPO Billing Report

Assist AI Copilot enhancements

🎯 Customize AI quality reviews with Assist QA Scoring

⚡ Boost agent efficiency with macros

🧠 Experience an even smarter Copilot

Assist AI Agent enhancements

📋 Streamline workflows with smarter info collection

🤝 Get to faster resolutions with frictionless handoffs

🔊 Optimize AI voice interactions with dynamic configuration

💬 Improve customer experience with chat auto-wrap & surveys

👥 Customize AI chat behavior with multi-profile support

🔀 Tailor automation by channel with workflow activation settings

Workforce Management feature launches

🎛 Gain deeper reporting insights with multi-select filters

🗺 Streamline your navigation experience

🎯 Improve forecast accuracy with new metrics

🗓 Quickly schedule team meetings with recurring calendar events

🤖 Assist AI feature launches

🌍 Translate full conversations instantly

💬 Improve AI chat responses with company-specific guidance

💡 Control workflow automation with suggested actions

✍️ Improve Copilot suggestions with a smarter rephrase tool

🔍 Streamline workflows and knowledge management with better navigation

🛠️ Customize Assist with more admin controls

🚀 Meet the Assist Omnichannel AI Agent: automation for chat, email, and voice

🤖 Assist feature enhancements

🛠️ Workflow builder

⚡️Chat settings

💻 Integrations

👨‍✈️ Copilot updates

🗓️ Workforce Management feature launches

🔔 Keep agents on track with schedule change notifications

⚠️ Give agents a heads up with adherence Slack alerts

💅 Workforce Management Enhancements

📈 Reporting

🎨 User experience

🔌 API

🗓️ Workforce Management Feature Launches

Give agents more flexibility with extra work and voluntary time off

Product roundup: our top configurability launches

💅 Workforce Management Enhancements

🤝 Vendor Management Enhancements

🤖 Assist Product Updates

Simplify ticket workflows with automated case categorization

Assist quality reporting gets a major glow-up

Get deeper insights with our quality review upgrade

Create internal notes simultaneously with auto-draft replies

Save time with automatically summarized internal notes

🗓️ Workforce Management Feature Launches