Training & enablement – Assembled
Recorded trainings
These are full (~1 hour) enablement sessions that go deep into detail on specific concepts. We host these sessions live on a regular basis, be sure to keep an eye on your inbox for future invites!
| Event | Description | Date | Recording |
|---|---|---|---|
| Reporting Workshop 📈 | We explore best practices for understanding and leveraging agent performance reporting in Assembled, from realtime monitoring to historical performance trends. | 6/4/2025 | Here |
| Forecasting Workshop 🔮 | We explore best practices for managing your Forecast and headcount planning in Assembled. In this session, we go over everything from the basic math driving your operations to tweaking in your staffing requirements. | 6/5/2025 | Here |
| Scheduling: Part I 📆 | A crash course on all things scheduling best practice, touching on everything from effectively using the staffing timeline to agent flexibility and potential automations. | 10/08/2025 | Here |
| Scheduling: Part II 🕓 | A follow up session, all about using automations and integrations to schedule more quickly. Expect tutorials on Google Calendar integrations, Scheduling Rules, and generating Schedules automatically. | 12/02/2025 | Here |
| Vendor Management Workshop 🌎 | A deep dive in managing BPOs and vendor partners in Assembled! Includes a walkthrough on our Vendor Management suite of features as well as strategies for layering internal and external operations. | 9/10/2025 | Here |
| Ticket Segmentation & Queues 🎟️ | In this session, we run through everything you need to know to manage queues like a pro! We ho over the benefits of segmenting your tickets, identifying the best strategies for your use case, and configuring your queues for long term success. | 10/8/2025 | Here |
| AI in WFM Workshop 🤖 | In this session, we run through all the ways Assembled is incorporating AI in our WFM product, from forecasting to automated scheduling and SLA protection. | 12/11/2025 | Here (Passcode: vBQ@27us) |
Video tutorials 🎥
These are brief (< 10-minute) video tutorials on how to use specific features within Assembled.
| Product area | Topic | Description | Recording |
|---|---|---|---|
| Company Settings ⚙️ | |||
| Adding Event Types | Learn best practices for creating Event Types to use for scheduling your team. | Here | |
| Creating + using Filters | Learn how to build filters and apply them to people. | Here | |
| Mapping Agent States | Learn how to correctly set up agent states mappings to customize adherence and other activity based metrics. | Here | |
| Understanding Queues + Exclusions | Learn all about the benefits of queues as well as how to set them up successfully. | Here | |
| Configuring the Google Calendar > Assembled integration | Learn how to configure and use the Google Calendar >> Assembled integration to automatically import events from Google Calendar into Assembled. | Here | |
| Using the Slack integration | Learn how to integrate Assembled to Slack and use a simple short cut to see realtime schedules in Slack. | Here | |
| People 🙋♀️ | |||
| Using the People Page | Learn how to use the People Page to add new users and edit existing profiles. | Here | |
| Understanding permission levels in Assembled | Learn about the different features that are included in each permission level. | Here | |
| Scheduling 📅 | |||
| Navigating + customizing the Staffing Timeline | Learn how to understand the different features of the staffing timeline and customize it for your use case. | Here | |
| Scheduling on the Staffing Timeline | Learn how to build schedules quickly and easily. | Here | |
| Using Templates | Learn how to create, apply, and modify templates to easily continue schedules into the future. | Here | |
| Using Optimizations | Learn how to create and apply Optimization rules to automatically schedule non-productive events such as lunches and breaks. | Here | |
| Understanding Scheduling Layers | Learn how to use Assembled’s layers feature to make scheduling even easier than ever. | Here | |
| Customizing your Staffing Requirements | Learn how to use Configurations to customize your Staffing Requirements for your specific goals. | Here | |
| Actioning a time off request | Learn how to action a time off request after it has been submitted by your team. | Here | |
| Sharing Overtime and Voluntary Time Off opportunities | Learn how to use our Voluntary Time features to easily communicate about Overtime and VTO opportunities with your team. | Here | |
| Requesting Overtime or Voluntary Time Off (agent tutorial) | Learn how to submit for Overtime and VTO opportunities as an agent. | Here | |
| Actioning Overtime and Voluntary Time Off requests | Learn how to action incoming requests for your published Overtime and VTO slots. | Here | |
| Realtime Dashboard ⏰ | |||
| Understanding the Realtime Overview page | Learn how to customize your realtime dashboard with unique metrics, thresholds, and time frames. | Here | |
| Understanding the Agent Analysis page | Learn how to understand real time insights into agent activities, both individually and in aggregate. | Here | |
| Configuring realtime thresholds | Learn how to set thresholds on metrics on both the Realtime Analysis and the Realtime Overview pages | Here | |
| Configuring realtime notifications | Learn how to configure notifications based on realtime thresholds (ie. automatically send a slack message when an agent is out of adherence for greater than X minutes, etc) | Here | |
| Forecasting 🔮 | |||
| Understanding the Forecast Management page | Learn how to use the forecast management page to understand your forecast accuracy and compare and contrast different models. | Here | |
| Using Adjustments and Outliers | Learn how to use outliers and adjustments to manually manipulate your forecast. | Here | |
| Reporting 📈 | |||
| Understanding the Staffing Heatmap | Learn how to understand the Staffing Heatmap and leverage it to make smart scheduling decisions. | Here | |
| Understanding the Forecasted vs Actual Report | Learn how to analyze the Forecasted vs Actual report for trends on high level metrics, both forecasted and actual. | Here | |
| Understanding the Team Performance Report | Learn how to leverage the Team Performance report for helpful insights into team and individual metrics. | Here | |
| Understanding Trend Analytics | Learn how to use the Trend Analytics report to understand trends in your contact volume over time. | Here | |
| Understanding the Agent Scorecard | Learn about how to navigate + customize the Agent Scorecard for unique individual performance data. | Here | |
| Vendor Management 👥 | |||
| Configuring your Schedule Integrations | Learn how to set up an integration to import your BPO partner schedules from 3rd party tools. | Here | |
| Troubleshooting 🤔 | |||
| Improving your Forecast Accuracy | Learn how to troubleshoot your forecast and ensure the best possible accuracy for you team. | Here |