⌚ 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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🔒 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.

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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⏱ 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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📊 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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🎛️ 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.

🔐 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.

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🎛️ Revolutionize BPO management 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 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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🏎️ 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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🧪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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📶 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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☎️ 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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🚀 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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🚥 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.

🔄 See how omnichannel ticket tracking impacts your staffing

Omnichannel, omniproblems. Today’s customer interaction lifecycle is more complicated than ever before. That’s why we built a new ticket lifecycle model that accounts for the growing complexity of omnichannel interactions. Understand how tickets that are transferred, escalated, and reassigned across channels and queues impact headcount requirements. With the tools to assess performance across internal and outsourced teams, you have everything you need to level up your coaching and ensure your vendors are on the same page.

This feature is currently in beta and available only for Zendesk users.

📅 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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📅 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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⚙️ 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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💌 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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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:

1. Agent Characteristics (channel, queue, site)
2. 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

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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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

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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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

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.

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.

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

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

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

‍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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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.

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.

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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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.

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.

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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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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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.

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.

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.

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.

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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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.

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.

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.

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.

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.

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.

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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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.

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.

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.

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

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

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

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

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

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

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.

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

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

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

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

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

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

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
  

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

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
  

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