Events in Assembled

Events are the blocks of time you use to schedule your team. In Assembled, we categorize events in three ways:

• Default: also known as non-productive events, are events that are not related to a channel your team supports. Examples: meetings, 1:1's, project time, breaks or lunch.

• Time off: events like vacation, holiday or sick time. These events will be associated with time-off requests that agents can submit.

• Productive: events that are associated with a Channel your team supports and will impact your required staffing. Example: email, phone, or chat events.

Creating events

No support team’s schedule is identical, and we built Assembled so you can customize the type of events that appear on your team schedule. That said, when first logging into the platform you'll be provided with a few events already created:

You can edit or delete any of these events to meet your use case!

Creating a new event

• Open the Configure menu, then select Event types. Select Add event type.

• You'll be prompted to fill out a form to create a new event.

• You'll need to fill out :

  • Name
  • Display name
  • Background color (you can see a preview in the Event preview section)
  • Text color(you can see a preview in the Event preview section).
  • Classification: what type of event this should be (default, time off, productive)
    • If you select Productive, you will then be prompted to select which channel(s) this event type should be counted towards. A similar functionality exists for productivity and queues. To activate this, please contact us.
  • Zendesk time tracking: allow this if you want the event to show up in the Zendesk app (this will show up only you if you have the aux codes feature enabled)
  • Override Google Calendar availability: use this feature if you have the Assembled --> Google Calendar integration connected.

• Once you're done filling out the form, select Add event type to save the event.

And that's it! Once you've created the new event, you can find it in the Event types page and select it as an event when scheduling.

How events, people, and queues are connected

There are multiple possible configurations for what attributes events, people, and queues, are mapped to:

Configuration 1:

• Queues are mapped to channels
• Events are mapped to channels
• People are mapped to queues and channels

In this scenario, a person scheduled for a productive event, which is mapped to a channel, is counted towards the Scheduled Staffing of all the queues that the person is mapped to, only for the channels that the event and person are both mapped to. Whether this person is counted duplicately or their headcount is split by the number of queues they're mapped to is based on whether you have Advanced Capacity Splitting enabled or not.

Configuration 2:

• Queues are mapped to channels
• Events are mapped to channels and queues
• People are mapped to queues and channels

In this scenario, a person scheduled for a productive event, which is mapped to both a channel and a queue, is counted towards the Scheduled Staffing of all the queues and channels where both the agent and the event have the queue and channel mapped to them. Whether this person is counted duplicately or their headcount is split by the number of queues they're mapped to is based on whether you have Advanced Capacity Splitting enabled or not.

Handling mis-mappings

If agents are scheduled for an event where they do not share either the channel or the queue, they will not be counted towards Scheduled Staffing for that channel x queue's forecast. There is no restriction on scheduling agents for events that they're not mapped to, as there are a number of scenarios where this may be desirable (though not recommended by Assembled).

In scenarios where there's a mismatch, an alert will appear on the Staffing timeline to inform schedulers who have the permission to make changes to people or events' profiles:

Clicking this alert will open a modal that lists any agents with events that they don't have overlapping channels or queues with, and therefore aren't being counted towards. You have the option to:

1. Update the agent's mappings (you can do so in the modal, or via the People management page)
2. Update the event's mappings (you'll need to navigate to the Event types page)
3. Update the agent's schedule (you'll need to do so directly on the Staffing timeline)

In this instance, Gabe is scheduled for a Chat event, but isn't associated with Chat, and therefore isn't being counted towards the Chat headcount. Anthony is mapped to Chat, but not to the Queue: Cal demos, and therefore isn't being counted towards the headcount for Cal demos.

Note that this alert only scans the agents' schedules who are currently on your screen. We will not automatically scan other date ranges or the next pages' worth of schedules. If you want to scan all agents' schedules for a 1-week period, you can navigate to the People management page, where you'll find an export button in the top right hand corner.