We've launched event optimizations! Check out the full blog post here.
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.
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!
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.
Now, backfilling and syncing is nearly 20x faster.
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.
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Users now have more granular visibility into agent states within email-based support, which helps inform coaching and future staffing decisions. More detail here.
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.
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.
If you've deleted a Person (and chosen to keep their historical data), you can now restore them.
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.
We've made our integration with the Assembled Zendesk Companion App more explicit via a shiny new card!
You can now drag events vertically, from one agent to another, on the Staffing Timeline.
We've made a number of enhancements to our new People page:
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.
We hate waiting for templates to apply too. So we've made some performance improvements that make template application much faster!
We've made improvements to our Realtime infrastructure to help make your agent states data update even faster.
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.
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.
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.
We added support for zooming in to specific time ranges on the Agent Activity Report to make it easier to understand the data.
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.
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).
We've made the generated schedule graphs easier to read and understand at a glance.
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.
We now allow you to fine-tune your Zendesk Talk integration by setting up Queue Mappings. You can find more details here.
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.
See our blog post for more details on the new Light Mode.
Power users, rejoice! We've added some keyboard shortcuts to the Staffing Timeline to help speed up your workflows.
We now calculate your forecasted SLA when you're generating schedules for email teams.
You can now export the Agent Performance Report as a CSV 📄.
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 💅.
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.
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.
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.
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.
We've redesigned the settings page, grouping together related settings. We hope this makes it easier to find the setting you're looking for.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
You can now upload a large number of users and agents via CSV in the Team Settings page.
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).
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.
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.
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.
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.
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.
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.
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.
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.
We've invested a lot of effort in reducing the number of bugs that users run into. Most prominently:
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.
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.
We’ve released an official Go client to make it easier to integrate with the Assembled API.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
