What’s new

October 14, 2020

Improvements to Ticket Mappings

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

Redesigned Agent Overview

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

Other features and bug fixes

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

September 30, 2020

Group by on realtime dashboard

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

Other features and bug fixes

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

September 16, 2020

Improvements to the Forecasted vs Actual Report

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

Other features and bug fixes

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

September 2, 2020

Bulk upload of users

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

Other features and bug fixes

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

August 19, 2020

International date and time formats

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

Improved integrations with Kustomer

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

Other features and bug fixes

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

August 5, 2020

Improvements to Google Calendar syncs

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

Other features and bug fixes

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

July 22, 2020

API endpoints for Forecasts and Requirements

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

Improvements to the Staffing Heatmaps Report

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

Other features and bug fixes

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

July 8, 2020

Improvements to the Staffing Timeline

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

Improvements to Google Calendar syncs

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

Other features and fixes

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

June 24, 2020

Improvements to Google Calendar syncs

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

Other features and bug fixes

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

June 10, 2020

Improved integrations with Zendesk and Intercom

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

Lots of bug fixes

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

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

May 27, 2020

Streamlined scheduling for teams

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

May 18, 2020

Customizability in the Google Calendar integration

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

Other features and bug fixes

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

April 29, 2020

API client for Go

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

Improved design on the Staffing Timeline

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

Other features and bug fixes

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

April 15, 2020

Improvements to scheduling

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

Easily customizable data mappings

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

Other features and bug fixes

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

April 1, 2020

Improvements to scheduling

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

Secondary queues

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

Queue level configurations

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

Other features and bug fixes

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

March 18, 2020

Intercom integration

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

Undo applied templates

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

Improved usability of Schedule Analytics

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

Other features and bug fixes

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

March 4, 2020

Kustomer integration

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

Major improvements to existing integrations

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

Other features and bug fixes

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

February 14, 2020

Simpler, more intuitive navigation

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

Smarter defaults

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

Sync events in from Google Calendar

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

Other features and bug fixes

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

January 31, 2020

Visual improvements to Staffing Timeline

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

Set rules for Time Off

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

Smarter Templates

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

Other features and bug fixes

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

January 15, 2020

Major improvements to Templates

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

Sync events onto a Primary Calendar

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

Major improvements to Forecasting

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

Security features

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

Other features and bug fixes

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

January 2, 2020

Improved team administration

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

Improved event editing

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

Other features and bug fixes

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