Understanding the Staffing Timeline – Assembled
Understanding the Staffing Timeline
The Staffing Timeline is the primary view in Assembled and is composed of two sections:
The top section will show your actual volume flowing in from your contact platform compared to your forecasted volume generated by Assembled.
It will also show your required number of people needed to staff based on your forecasted volume and the configurations that you set.
The bottom section of the Staffing Timeline will show your required number of people needed to meet your ticket volume against a time interval. Here is where you can build out your team's schedule.
A note on configuring the Staffing Timeline intervals: By default the Staffing Timeline uses 30 minute intervals. However, this can be changed to 15 or 60 minute intervals. Simply reach out to support@assembledhq.com or your CSM.
Using Filters when on Staffing Timeline
The Add filter button will allow you to select granular categorizations, including Queue, Site, and Team. Note, these filters will impact the agents who are displayed when viewing and creating your schedule.
Use the Channels dropdown at the top of the Staffing Timeline to view staffing data for a specific channel, such as Email, Phone, or Chat.
Important: The Scheduled staffing, Required staffing, and Net staffing bars only appear once you select a channel from the Channels dropdown. Staffing requirements are calculated per channel based on your forecasted volume and channel-specific configurations, so the chart has no data to show across a blended view of multiple channels.
If you find yourself consistently looking at a specific view with specific filters you can set a default view by going to User settings.
Words used throughout the Staffing Timeline
Contacts/New Cases (i.e. inbound support volume = phone calls, emails, chats): Select Contacts to view a graph comparing forecasted volume against actual volume. Forecasted volume is generated by accounting for the historical arrival patterns of support contacts, while taking into account recent trends and seasonality. You may see different options depending on the channel (e.g. Email, Chat, Phone) and integrated platform (e.g. Zendesk, Salesforce, Intercom).
- Note: Forecast volume for email is cases open + cases reopened.
Agents (i.e. the awesome people on your team) : Selecting
Agentsin the Staffing Timeline allows you to view a graph comparing how many people are scheduled (Scheduled Staffing) against how many you are required to have based on your forecast (Required Staffing). This graph renders at the individual channel level, so select a channel first to see it populate.Staffed: Indicates the number of people scheduled for the selected time frame and channel. This is visualized by the blue bar and corresponds to Scheduled Staffing when there is a deficit and correspond to the Required Staffing when there is a surplus.
Surplus: Indicates you may be overstaffed. This is visualized by the green bar and corresponds to the green numbers in Net Staffing.
Deficit: Indicates you may be understaffed. This is visualized by the red bar and corresponds to the red numbers in Net Staffing.
Asynchronous channels (email) Required staffing [30 min interval] = Forecasted volume/productivity * 0.5 * (1-shrinkage)
Synchronous channels (chat, phone) Required staffing [30 min interval] = Erlang C
Required staffing [daily level] = sum of required hours across all intervals / 8
Required hours [30 min interval]= Required staffing [30 min interval]/2
Net Staffing is calculated as the difference between Scheduled Staffing and Required Staffing.
Video Tutorials
Navigating + customizing the Staffing Timeline
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