📊 New metric alert: stay on top of solved average handle time
This has been one of our most highly requested metrics, so we’re excited to announce that we’ve released solved average handle time in the Team Performance report for Zendesk users. This calculates the average time spent only on tickets that have been solved, giving you a more complete picture of performance.
This new metric is now active in all accounts with a Zendesk integration installed.
🤝 BPO vendor management updates
Assembled is designed to play nicely with your tech stack, which is why we’ve added three new WFM integrations to give even more transparency into the operations of your BPO vendors. Sync schedules from any of these platforms:
- Alvaria
- Injixo
- Custom and proprietary scheduling platforms
- NICE IEX (previously available)
- Verint (previously available)
Learn more about vendor management integrations.
We’ve also updated the BPO planner so you can compare current BPO allocations with previous versions. This will let you see how allocations have changed over time, giving you extra help during billing reconciliation.
Learn more about the BPO planner.
👤 Deactivate users
We’ve added a new way for you to manage users without needing to delete and re-add people. If you don’t want to delete a person’s record and history, you can choose to deactivate them instead. Deactivated people will no longer be staffable, but you’ll be able to see their historical data including past schedules and adherence metrics. Better yet: if you need to, you can reactivate a person who’s been deactivated and get them back into scheduling rotation!
Learn more about deactivating, deleting and restoring people.
💅 Enhancements
- Staffing timeline visual update: Staffing timeline events have been adjusted to a taller height, and we’ve added more prominent borders around each agent’s shift pattern to make it easier to see in-shift versus out-of-shift hours. Learn more about the exciting time tracking updates from last month’s newsletter on the Assembled blog!
- Dark mode update: All overlay menus in the app are consistent with dark mode formatting.
- Improved date selection behavior: When configuring forecasts, changing the end time will no longer cause the start time to change unexpectedly.
- People page update: The People page import now supports adding start and end dates.
- New badges on realtime overview: We’ve added new badges to the Realtime Overview page to indicate which metrics are aggregated over a look-back period, and which ones show how many tickets are in a channel or queue right now.
- Improved API security: We’ve removed the ability to view and edit API keys in the Manage API page, which will improve security when using the Assembled API to connect with other applications.