Assembled

Assembled is a workforce management platform that helps teams and organizations scale data-driven customer support teams.

It includes support scheduling, forecasting, and reporting tools designed to help brands and support teams deliver excellent customer experiences to their customers.

The forecasting tool allows you to make informed staffing decisions with accurate and actionable forecasts. All you need to do is to integrate and sync your contact and ticketing platform (i.e., Zendesk, Intercom, etc.).

Assembled incorporates several forecasting models and parameters you can configure to automatically make and adjust predictions. This allows you to get accurate staffing suggestions and plans you can implement to stay on top of customer support.

Also, Assembled enables teams to forecast by queue, channel, and site. This ensures they can get relevant staffing recommendations without needing special workforce management knowledge. The immediate advantage is that it encourages accurate staffing plans, so you will never be understaffed.

The scheduling features allow you to build SLA-proof schedules in only a few clicks. You can schedule anything from phone calls, emails, chats, and training and breaks and respectively assign them to support team members. Whatever the size of your team, you'll be able to visualize and prioritize where and how they spend their time.

Assembled offers business-fit templates, keyboard shortcuts, and blazing-fast workflows. Using automation, you can also create schedules instantly without the hassle and at scale. This empowers you to start without breaking new grounds, and scheduling gets much faster than WFM alternatives.

Access team and scheduling insights at a glance with the analytics tool. The real-time overview dashboard lets you see how your support team is doing across different channels and specializations. It also shows you how actual team activity compares to the original plan. This lets you see how things are going and compare them to your plan to find performance gaps that could be filled.

Also, the dashboard refreshes in real-time, giving you the data you need when you need it. The sorting and filtering feature allows you to spot opportunities to meet incoming demands.

The agent performance report gives you insight into team-wide productivity on a granular level. It tracks how many chats, phone calls, emails, or text messages agents have completed over any time period. This allows you to see how individual agents spend their time compared to what they were scheduled for.

Key features

• Deliver support on time, every time
• Automate forecasting and scheduling
• Get accurate suggestions and plans
• Track team performance and improve
• One-click no-code integrations
• Flexible API lets you integrate your systems