# assembled.com > AI-optimized mirror of assembled.com containing 916 pages totalling 820,206 words of clean markdown content, structured data, and semantic HTML. Original source: https://assembled.com. Last updated: 2026-07-18T07:06:18.076Z. Each page is available as HTML (with JSON-LD structured data) and Markdown (text-only, ideal for LLMs and RAG). ## Homepage - [Assembled Status](/content/status/index.html): Welcome to Assembled's home for real-time and historical data on system performance. (143 words) - [2019-02-22 – API Reference](/content/docs/index.html) (23,182 words) - [Assembled | Workforce Management Built for the AI Era](/content/site-root.html): Schedule, forecast, and manage human agents, BPO vendors, and AI agents in one platform. Trusted by Ramp, Canva, and HubSpot. (362 words) ## Articles & Blog Posts - [AI Agents permission guide – Assembled](/content/support/hc/en-us/articles/43989515767565-ai-agents-permission-guide/index.html): OverviewGranular permissions let you control who can access and edit your AI Agent settings in Assembled. You can use role-based access..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,356 words) - [User profile for Timothy Schreffler – Assembled](/content/support/hc/en-us/profiles/23156660894349-timothy-schreffler/index.html): Recent activity and contributions by Timothy Schreffler, Get help with workforce management, BPO management, and AI agent support products from Assembled. (34 words) - [Assembled Security: Frequently Asked Questions (FAQs) – Assembled](/content/support/hc/en-us/articles/21987166296589-assembled-security-frequently-asked-questions-faqs.html): How do you handle Personally Identifiable Information (PII)? We take the privacy and security of your data very seriously. When it comes..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (421 words) - [Interactive replies in AI Chat – Assembled](/content/support/hc/en-us/articles/42617442529421-interactive-replies-in-ai-chat/index.html): Interactive replies transform text-based chat conversations into visual, clickable experiences. Instead of asking users to type..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (835 words) - [How does Assembled AI handle PII? – Assembled](/content/support/hc/en-us/articles/21987247075853-how-does-assembled-ai-handle-pii/index.html): Assembled AI uses Redaction via Amazon Comprehend to redact PII. Below are specifics on what Amazon Comprehend is and how it works with..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (246 words) - [Assembled Status - Degraded functionality and performance in some reporting services](/content/status/incidents/5ly8wgwz4z2j/index.html): Assembled's Status Page - Degraded functionality and performance in some reporting services. (567 words) - [User Memories – Assembled](/content/support/hc/en-us/articles/41212723066125-user-memories/index.html): OverviewUser memories automatically capture and remember important customer details from conversations to deliver more personalized..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (316 words) - [Assembled Status - Database Upgrade](/content/status/incidents/x4wmxmv11vx4/index.html): Assembled's Status Page - Database Upgrade. (189 words) - [Assembled Status - Assembled is experiencing site-wide issues](/content/status/incidents/tqcp9n4s8cls/index.html): Assembled's Status Page - Assembled is experiencing site-wide issues. (166 words) - [Assembled Status - Database maintenance follow-up](/content/status/incidents/8ym6dks13gyb/index.html): Assembled's Status Page - Database maintenance follow-up. (183 words) - [Assembled Status - Agent state syncs and ticket syncs not receiving data](/content/status/incidents/5x3xzbtlnbsh/index.html): Assembled's Status Page - Agent state syncs and ticket syncs not receiving data. (69 words) - [Smart Fields: Accessing Browser and Page Data in Chat Agent Workflows – Assembled](/content/support/hc/en-us/articles/39327947694605-smart-fields-accessing-browser-and-page-data-in-chat-agent-workflows.html): OverviewSmart Fields allow Chat Agent workflows to automatically extract and use system-level user information collected from chat..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (941 words) - [Workflow bulk testing guide – Assembled](/content/support/hc/en-us/articles/38942099792397-workflow-bulk-testing-guide/index.html): OverviewBulk testing allows you to evaluate your workflow's accuracy at scale by testing it against multiple cases simultaneously. This..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,369 words) - [Smart Fields in Assembled AI – Assembled](/content/support/hc/en-us/articles/38929586958733-smart-fields-in-assembled-ai/index.html): OverviewSmart Fields are dynamic, reusable data variables in Assembled AI that allow you to collect, store, and use customer information..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,138 words) - [Customizing staffing calculations – Assembled](/content/support/hc/en-us/articles/4414677003661-customizing-staffing-calculations/index.html): Assembled handles the heavy lifting as far as calculating the staffing requirements to meet your customers' demands. Specifically, our..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (590 words) - [The page you were looking for doesn't exist – Assembled](/content/support/hc/en-us/articles/assembled-com/pricing/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (38 words) - [Page not found - Assembled](/content/app/settings/templates/index.html) (11 words) - [The page you were looking for doesn't exist – Assembled](/content/support/232d57062bc080a59502fca1074321f8/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (21 words) - [How Assembled Voice Agents Interact with your CRM – Assembled](/content/support/hc/en-us/articles/41095170985229-how-assembled-voice-agents-interact-with-your-crm.html): When using Assembled’s Voice AI with any telephony or CRM integration, it’s important to understand how calls are processed and how cases..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (341 words) - [How to configure autosend user and bot allowlist settings for workflow replies – Assembled](/content/support/hc/en-us/articles/36272147758093-how-to-configure-autosend-user-and-bot-allowlist-settings-for-workflow-replies.html): This article explains how to configure the two key settings that control how your workflows handle replies. These settings ensure that..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (501 words) - [Assembled AI for Case Categorization – Assembled](/content/support/hc/en-us/articles/35450695645581-assembled-ai-for-case-categorization.html): What is case categorization?Assembled’s AI-driven case categorization helps you automatically classify tickets by type (i.e., intent or..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,011 words) - [Contact Platforms – Assembled](/content/support/hc/en-us/sections/4425819094413-contact-platform-integrations/index.html): Learn how to integrate with your chosen contact platform., Get help with workforce management, BPO management, and AI agent support products from Assembled. (201 words) - [User profile for Chris Wooten – Assembled](/content/support/hc/en-us/profiles/423159749331-chris-wooten/index.html): Recent activity and contributions by Chris Wooten, Get help with workforce management, BPO management, and AI agent support products from Assembled. (27 words) - [How the Email Knowledge Agent Works – Assembled](/content/support/hc/en-us/articles/43637851710605-how-the-email-knowledge-agent-works/index.html): Assembled's Email Knowledge Agent automatically evaluates incoming customer emails and, when appropriate, generates and sends a reply..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (629 words) - [Best practices to optimize your support knowledge base for AI – Assembled](/content/support/hc/en-us/articles/30938373560589-best-practices-to-optimize-your-support-knowledge-base-for-ai.html): Integrating AI into your customer support can significantly enhance user experience by providing quick and accurate responses. However,..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (928 words) - [Assembled AI Knowledge Management: How does it work? – Assembled](/content/support/hc/en-us/articles/26722701998733-assembled-ai-knowledge-management-how-does-it-work.html): Assembled AI includes a robust series of knowledge base integrations so that agents can have all of the documents they need, at their..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (480 words) - [Zendesk talk integration details – Assembled](/content/support/hc/en-us/articles/35751283319437-zendesk-talk-integration-details/index.html): When integrating Zendesk Talk with Assembled’s AI Voice agent you will need to configure routing calls to Assembled, as well as routing..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (287 words) - [Understanding advanced capacity splitting – Assembled](/content/support/hc/en-us/articles/23863457906829-understanding-advanced-capacity-splitting.html): Introduction Advanced capacity splitting is designed to provide a more accurate calculation of agent hours and staffing across different..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,326 words) - [Salesforce: How Assembled Voice Agents Create Cases – Assembled](/content/support/hc/en-us/articles/41095339536909-salesforce-how-assembled-voice-agents-create-cases.html): This article explains how Assembled’s Voice AI integrates with Salesforce to create or enrich support cases during customer phone..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (405 words) - [Security – Assembled](/content/support/hc/en-us/sections/21987157003149-security/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (33 words) - [Internal vs external knowledge access levels – Assembled](/content/support/hc/en-us/articles/27380002716045-internal-vs-external-knowledge-access-levels.html): Assist's knowledge management system allows you to control which documents are available for different use cases by categorizing them as..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (537 words) - [AI Email Agent – Assembled](/content/support/hc/en-us/sections/39689515244685-ai-email-agent/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (28 words) - [How to connect Zendesk QA (Klaus) – Assembled](/content/support/hc/en-us/articles/14655507168653-how-to-connect-zendesk-qa-klaus/index.html): QA integrations are available on our Pro and Enterprise tier. If you are interested in utilizing this integration but need a different..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (281 words) - [Integrating a QA platform – Assembled](/content/support/hc/en-us/articles/5155986017933-integrating-a-qa-platform/index.html): Assembled is now allowing customers to pull in their QA data. This will work hand in hand with the Agent Scorecard, allowing you to have..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (240 words) - [AI Voice Agent – Assembled](/content/support/hc/en-us/sections/35534198569229-ai-voice-agent/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (93 words) - [Knowledge Mapping – Assembled](/content/support/hc/en-us/articles/36233038281869-knowledge-mapping/index.html): OverviewKnowledge mapping gives you control over which parts of your knowledge base are accessed for specific customer inquiries, which..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (500 words) - [Training & enablement – Assembled](/content/support/hc/en-us/articles/43451206060813-training-enablement/index.html): Recorded trainings These are full (~1 hour) enablement sessions that go deep into detail on specific concepts. We host these sessions..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (987 words) - [Using knowledge opportunities to improve AI Agents (Limited Preview) – Assembled](/content/support/hc/en-us/articles/44951647992717-using-knowledge-opportunities-to-improve-ai-agents-limited-preview.html): Knowledge opportunities help you identify and fix gaps in your AI agent's knowledge base. Instead of reviewing cases one by one, you can..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (359 words) - [Knowledge management – Assembled](/content/support/hc/en-us/sections/27380012004237-knowledge-management/index.html): Guides on how to best manage your Assist's knowledge base, Get help with workforce management, BPO management, and AI agent support products from Assembled. (354 words) - [iOS and Android SDK Installation – Assembled](/content/support/hc/en-us/articles/41403616169357-ios-and-android-sdk-installation/index.html): The Assembled Chat SDK allows you to integrate Assembled's AI-powered chat widget directly into your iOS and Android mobile applications,..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,004 words) - [QA Platforms – Assembled](/content/support/hc/en-us/sections/9767719697165-qa-platforms/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (128 words) - [AI Chat installation - advanced setup – Assembled](/content/support/hc/en-us/articles/33739515754637-ai-chat-installation-advanced-setup/index.html): If you’re looking for more customizability and configuration of the chat widget, especially programmatically, Assembled provides..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,561 words) - [AI Chat installation - quick setup – Assembled](/content/support/hc/en-us/articles/33739474023693-ai-chat-installation-quick-setup/index.html): Quick startSetting up the chat widget is very simple and the standard integration should only take a few lines of code. Visit the Chat..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (717 words) - [Understanding the Staffing Heatmap report – Assembled](/content/support/hc/en-us/articles/4414692713357-understanding-the-staffing-heatmap-report.html): The Staffing heatmap report provides a comprehensive breakdown of your staffing needs across different days, times, channels, and queues...., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (594 words) - [How do I request time off? – Assembled](/content/support/hc/en-us/articles/4414692508813-how-do-i-request-time-off/index.html): When you use Assembled to submit a time off request, we’ll notify your manager so they can review it. Use this handy guide to learn how..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (465 words) - [Assembled AI Agent for Chat: Overview – Assembled](/content/support/hc/en-us/articles/35125946046477-assembled-ai-agent-for-chat-overview.html): What is Assembled's AI Agent for Chat?Assembled's AI Chat Agent provides everything you need to start automatically resolving chat based..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,387 words) - [How do I use my scorecard? – Assembled](/content/support/hc/en-us/articles/40477451474317-how-do-i-use-my-scorecard/index.html): Your Assembled scorecard shows your performance metrics and schedule adherence to help you track your progress and improve your work. You..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (837 words) - [How does Assembled handle sensitive information? – Assembled](/content/support/hc/en-us/articles/40488058050701-how-does-assembled-handle-sensitive-information.html): Protecting your sensitive information — and that of your customers — is our priority. This article explains our privacy policies, how we..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (811 words) - [How do I request changes to my schedule? – Assembled](/content/support/hc/en-us/articles/40224156211469-how-do-i-request-changes-to-my-schedule.html): If you don't have access to change your own schedule, you may be able to submit a request instead. Every company handles this..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (547 words) - [What is Assembled? – Assembled](/content/support/hc/en-us/articles/39589572987789-what-is-assembled/index.html): Does your company use Assembled to make schedules, keep track of your work time, coordinate shift changes, or help you work on customer..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (518 words) - [The Assembled glossary – Assembled](/content/support/hc/en-us/articles/4414683908365-the-assembled-glossary/index.html): Looking to understand a term we haven't listed here? Ask us in a message and we can add it to the list! A-H Abandon rate (ABN): The..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,367 words) - [How do I change my settings? – Assembled](/content/support/hc/en-us/articles/40226199476749-how-do-i-change-my-settings/index.html): Need to change how Assembled looks or the way you're getting notifications? Use this article to learn how. This article is meant for..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (548 words) - [How do I use my Assembled schedule? – Assembled](/content/support/hc/en-us/articles/4414683929741-how-do-i-use-my-assembled-schedule/index.html): Need to check your schedule in Assembled? We've got you covered. This article is meant for agents. Are you a manager, admin, team lead,..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (365 words) - [How do I swap my shift? – Assembled](/content/support/hc/en-us/articles/39992095144077-how-do-i-swap-my-shift/index.html): If you need to trade one of your scheduled shifts with another team member, you can do that right in Assembled. Keep reading to find out..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (607 words) - [Understanding the Schedule analytics report – Assembled](/content/support/hc/en-us/articles/4414677110413-understanding-the-schedule-analytics-report.html): This report gives insight into scheduling patterns specific to the event types you set up in your account. From this report, you can..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (328 words) - [Assembled API – Assembled](/content/support/hc/en-us/sections/44279414477197-assembled-api/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (143 words) - [How does Assembled’s billing work? – Assembled](/content/support/hc/en-us/articles/4414692943245-how-does-assembled-s-billing-work/index.html): Need to understand how Assembled bills for your plan? Here are the details. This article is about our standard billing plans and..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (327 words) - [How do I report a security issue? – Assembled](/content/support/hc/en-us/articles/4414677346829-how-do-i-report-a-security-issue/index.html): We take security very seriously and want to know about any security vulnerabilities you find in Assembled. This article explains how to..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (478 words) - [Setting Up Integration Fields – Assembled](/content/support/hc/en-us/articles/41891780735629-setting-up-integration-fields/index.html): What are Integration Fields?Integration fields automatically populate custom fields in Salesforce or Kustomer when a chat conversation is..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (690 words) - [How does Assembled keep data secure? – Assembled](/content/support/hc/en-us/articles/40487316559629-how-does-assembled-keep-data-secure/index.html): If you're conducting a vendor risk assessment, procurement review, or ongoing due diligence, you might have questions about how Assembled..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (491 words) - [AI Chat: How to Configure your Assembled AI Chat Using an LLM – Assembled](/content/support/hc/en-us/articles/43278977852557-ai-chat-how-to-configure-your-assembled-ai-chat-using-an-llm.html): This guide shows you how to design effective AI chat behavior using a large language model (LLM), and how to place the resulting..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (864 words) - [Forgotten password - Assembled](/content/app/forgot/index.html) (21 words) - [How do I troubleshoot Copilot draft issues? – Assembled](/content/support/hc/en-us/articles/42289861910797-how-do-i-troubleshoot-copilot-draft-issues.html): If Copilot's drafted replies aren't meeting your expectations, there are a few common issues that might be affecting quality — and some..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,140 words) - [User settings page – Assembled](/content/support/hc/en-us/articles/13077364558989-user-settings-page/index.html): Assembled has options to configure your instance to your personal needs and preferences. Below is a walkthrough of the options you have..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (344 words) - [AI Chat best practices and guidelines – Assembled](/content/support/hc/en-us/articles/43278726480909-ai-chat-best-practices-and-guidelines.html): This guide explains how to configure AI chat for high resolution, good customer experience, and long-term reliability.The most important..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (696 words) - [How to contact the Assembled team – Assembled](/content/support/hc/en-us/articles/42562736529165-how-to-contact-the-assembled-team/index.html): At Assembled, we're here to help you get the most out of our platform. Whether you have a quick question or need technical assistance, we..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (447 words) - [Are Assembled's products accessible? – Assembled](/content/support/hc/en-us/articles/37079468161677-are-assembled-s-products-accessible/index.html): We’re building products for world-class customer support teams — so we want to offer a world-class experience for all our customers...., Get help with workforce management, BPO management, and AI agent support products from Assembled. (395 words) - [Measure your performance – Assembled](/content/support/hc/en-us/sections/40608300538765-measure-your-performance/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (18 words) - [Managing your schedule – Assembled](/content/support/hc/en-us/sections/40224772078477-managing-your-schedule/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (120 words) - [Updated Chat UI – Assembled](/content/support/hc/en-us/articles/46717256240525-updated-chat-ui/index.html): In this article What's changing? When is this happening? How do I test the new UI before going live? How do I opt in to the new UI? What..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (859 words) - [Assembled Status - Uptime History](/content/status/uptime/index.html): Assembled's Uptime History (9 words) - [Wrap up templates – Assembled](/content/support/hc/en-us/articles/35751448508045-wrap-up-templates/index.html): Wrap up templates are a great way to have Cal structure ticket summaries for internal notes at the end of a customer interaction. How to..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (530 words) - [The basics – Assembled](/content/support/hc/en-us/sections/36404574105869-the-basics/index.html): Learn how to read your schedule, request time off, and use Assembled., Get help with workforce management, BPO management, and AI agent support products from Assembled. (18 words) - [Copilot Translations – Assembled](/content/support/hc/en-us/articles/35791382215053-copilot-translations/index.html): Overview Copilot Translations lets your agents efficiently resolve issues in any language, regardless of their language skills. Assist..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (461 words) - [Assembled Office Hours – Assembled](/content/support/hc/en-us/articles/46701767027469-assembled-office-hours/index.html): Office hours are live, 1:1 sessions where you can connect directly with someone from the Assembled team. Use them to get answers on a..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (358 words) - [AI Chat installation - embedded display mode – Assembled](/content/support/hc/en-us/articles/43052807261837-ai-chat-installation-embedded-display-mode.html): The embedded display mode allows you to place the Assembled chat widget directly inside a container element on your page, giving you full..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (458 words) - [Reply polisher – Assembled](/content/support/hc/en-us/articles/37248300343309-reply-polisher/index.html): Overview The Copilot Reply polisher is an AI-powered writing assistant that helps you refine customer support responses directly within..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (353 words) - [Security, privacy, and compliance – Assembled](/content/support/hc/en-us/sections/36405462181901-security-privacy-and-compliance/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (51 words) - [Accessibility – Assembled](/content/support/hc/en-us/sections/37111155026189-accessibility/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (22 words) - [Contact Assembled – Assembled](/content/support/hc/en-us/sections/44274164403597-contact-assembled/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (18 words) - [Agent guidance in Copilot – Assembled](/content/support/hc/en-us/articles/35471031110669-agent-guidance-in-copilot/index.html): OverviewAgent guidance is a feature within Copilot that helps Cal identify when drafted responses need human review. When Cal encounters..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (420 words) - [Custom action buttons in Copilot – Assembled](/content/support/hc/en-us/articles/42747029750669-custom-action-buttons-in-copilot/index.html): How do I use custom actions in Copilot?Custom actions in Copilot allow you to quickly perform specific tasks that connect with your..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (428 words) - [The basics – Assembled](/content/support/hc/en-us/sections/4425822183821-the-basics/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (29 words) - [Accessing Assembled Copilot in Zendesk – Assembled](/content/support/hc/en-us/articles/40850623578381-accessing-assembled-copilot-in-zendesk.html): OverviewThis guide walks you through logging in to Assembled Copilot for the first time. You'll learn where to find Copilot in your..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (303 words) - [Assembled Status - Incident History](/content/status/history/index.html): Assembled's Incident and Scheduled Maintenance History (326 words) - [AI Copilot – Assembled](/content/support/hc/en-us/sections/35534228029453-ai-copilot/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (89 words) - [Assembled Status - Degraded performance in background processing services](/content/status/incidents/rp5j17vgfnkk/index.html): Assembled's Status Page - Degraded performance in background processing services. (117 words) - [status/history-rss.html](/content/status/history-rss.html) (529 words) - [status/history-atom.html](/content/status/history-atom.html) (454 words) - [Assembled Status - Voice agent rerouting to live human agents due to elevated latency](/content/status/incidents/f5ld5fwd4y83/index.html): Assembled's Status Page - Voice agent rerouting to live human agents due to elevated latency. (274 words) - [Assembled Status - Elevated latency and error rate on web application and APIs](/content/status/incidents/z53dknhlnnp8/index.html): Assembled's Status Page - Elevated latency and error rate on web application and APIs. (120 words) - [Assembled Status - Realtime Agent Analysis](/content/status/incidents/zvbz9c43l44x/index.html): Assembled's Status Page - Realtime Agent Analysis. (97 words) - [AI Chat Agent – Assembled](/content/support/hc/en-us/sections/33739467395085-ai-chat-agent/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (20 words) - [SCIM User Provisioning – Assembled](/content/support/hc/en-us/articles/45775797385613-scim-user-provisioning/index.html): Use SCIM (System for Cross-domain Identity Management) to automatically create, update, and deactivate Assembled user accounts from your..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,466 words) - [Understanding the Agent Scorecard – Assembled](/content/support/hc/en-us/articles/5156650607245-understanding-the-agent-scorecard/index.html): In this article: Navigating to the Agent scorecardAgent Trends ChartsThresholdsCase BreakdownActivity TimelineUnderstanding Agent..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (1,144 words) - [Metrics and definitions – Assembled](/content/support/hc/en-us/articles/9945313474061-metrics-and-definitions/index.html): OverviewThis article defines metrics available in Assembled reports, Team Performance, adherence views, Scorecards, and related..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (2,894 words) - [Building workflows – Assembled](/content/support/hc/en-us/articles/35510271542541-building-workflows/index.html): Prep work: Identifying automationsThis article assumes that you already have an idea of what workflow you would like to build into an..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (2,220 words) - [Setting up notifications in Assembled – Assembled](/content/support/hc/en-us/articles/29550059633037-setting-up-notifications-in-assembled.html): Assembled can send you notifications in multiple channels to help you stay updated. Use this article to set up notifications so they work..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (1,324 words) - [How do I automatically generate a schedule? – Assembled](/content/support/hc/en-us/articles/42371538648077-how-do-i-automatically-generate-a-schedule.html): Need your schedule to be created automatically? We’ve got you covered. We’ll use your forecasts, scheduling rules, existing events, and..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,283 words) - [Case Lifecycle metrics – Assembled](/content/support/hc/en-us/articles/27927588435085-case-lifecycle-metrics/index.html): Please note, the Case Lifecycle model is currently only supported for Salesforce Service Cloud and Amazon Connect. In this article:..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,452 words) - [Admin Guide for Building AI workflows in Assembled – Assembled](/content/support/hc/en-us/articles/46925554022669-admin-guide-for-building-ai-workflows-in-assembled.html): This guide is for admins and support operations leaders who want to build, manage, and iterate on AI workflows in Assembled. It covers..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,908 words) - [Understanding Permissions in Assembled – Assembled](/content/support/hc/en-us/articles/46336596999437-understanding-permissions-in-assembled.html): Permissions control what each person can see and do in Assembled — schedules, reports, settings, people management, and more. If someone..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,720 words) - [Case Enrichment - FAQ – Assembled](/content/support/hc/en-us/articles/37416518592269-case-enrichment-faq/index.html): What is Case Enrichment?Case enrichment is a feature that allows customers to enhance their chat conversations by pulling in external..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,451 words) - [How do I manage time off requests? – Assembled](/content/support/hc/en-us/articles/4414692635149-how-do-i-manage-time-off-requests/index.html): When a member of your team requests time off, you can review and respond in Assembled. You can also set up automatic approvals, turn on..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (972 words) - [AI Workflows - Using Custom API Endpoint steps – Assembled](/content/support/hc/en-us/articles/36300687233677-ai-workflows-using-custom-api-endpoint-steps.html): This article describes how you can use custom APIs inside of workflows. This allows you to integrate external services and have your AI..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,388 words) - [Understanding the Forecasted vs. actual report – Assembled](/content/support/hc/en-us/articles/4414684140685-understanding-the-forecasted-vs-actual-report.html): The Forecasted vs. actual report provides interval-level breakdowns that help you understand the performance of your staffing plan. In..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (1,249 words) - [Event optimizations – Assembled](/content/support/hc/en-us/articles/4418096297613-event-optimizations/index.html): This feature is a part of Assembled's Pro and Enterprise plans. Please see our Plans page for additional details about our plans and..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (985 words) - [Forecast models – Assembled](/content/support/hc/en-us/articles/9783973221901-forecast-models/index.html): This feature is part of Assembled's Pro and Enterprise plan. Please see our Plans page for additional details about our Assembled plans..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,953 words) - [Queue Design and Structure Best Practices – Assembled](/content/support/hc/en-us/articles/46178562510605-queue-design-and-structure-best-practices.html): Queues are one of the most important configuration decisions in Assembled. They determine how your contact volume is grouped for..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,485 words) - [Case Lifecycle Staffing Timeline – Assembled](/content/support/hc/en-us/articles/27913439886733-case-lifecycle-staffing-timeline/index.html): Please refer to Case Lifecycle model (Salesforce Service Cloud) for an overview of the model. Note, that the Case Lifecycle model is..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (272 words) - [Case lifecycle model (Salesforce Service Cloud) – Assembled](/content/support/hc/en-us/articles/27911960489101-case-lifecycle-model-salesforce-service-cloud.html): In this article: Lifecycle model overview Units of work for omni vs. non-omni cases Queues and exclusions in Assembled Channels in..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (768 words) - [Kustomer – Assembled](/content/support/hc/en-us/articles/9790194089613-kustomer/index.html): Kustomer is a contact platform that is mainly used for chat and e-mail (sometimes SMS, Social and Phone). More information about Kustomer..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,082 words) - [Resolving outdated schedule changes on the Staffing timeline – Assembled](/content/support/hc/en-us/articles/17120051461773-resolving-outdated-schedule-changes-on-the-staffing-timeline.html): It is possible for multiple users to edit the schedule on the Staffing timeline at the same time. In order to prevent issues with..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (660 words) - [Recurring Events – Assembled](/content/support/hc/en-us/articles/33258077772941-recurring-events/index.html): The recurring events feature enables you to easily create events that have recurrence patterns and multiple participants. Instead of..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (584 words) - [Using Guide Steps in Workflows – Assembled](/content/support/hc/en-us/articles/38049014917389-using-guide-steps-in-workflows/index.html): Note: Guide steps are currently in alpha. If enabled for your instance, you'll find them in the "Reply" section when adding a..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (502 words) - [Understanding the Staffing Timeline – Assembled](/content/support/hc/en-us/articles/4414676926733-understanding-the-staffing-timeline/index.html): The Staffing Timeline is the primary view in Assembled and is composed of two sections:The top section will show your actual volume..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (596 words) - [How do scheduling rules work? – Assembled](/content/support/hc/en-us/articles/40878715397389-how-do-scheduling-rules-work/index.html): Ever wished your schedule could just check itself? Scheduling rules can help!Use this article to learn about how scheduling rules work,..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,176 words) - [Viewing and formatting schedules – Assembled](/content/support/hc/en-us/articles/4421693775629-viewing-and-formatting-schedules/index.html): Table of Contents : Adjusting the time period Adjusting the zoom Customizing timezones, columns, and metrics Uploading/ schedules ..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (824 words) - [Integrating a contact platform – Assembled](/content/support/hc/en-us/articles/4414692932109-integrating-a-contact-platform/index.html): Once in Assembled, navigate to Settings > Integrations and find your desired platform in the Integration directory tab and click Add. ..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (249 words) - [Can I measure how Copilot is helping my team? – Assembled](/content/support/hc/en-us/articles/40540884411277-can-i-measure-how-copilot-is-helping-my-team.html): Is Assembled’s AI Copilot worth the money? Want to know which features your team uses the most and how many people are using Copilot?Use..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (707 words) - [Daylight Savings – Assembled](/content/support/hc/en-us/articles/4414676992653-daylight-savings/index.html): What is daylight savings? Daylight savings is "the practice of advancing clocks during warmer months so that darkness falls later..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (278 words) - [What are working hours? – Assembled](/content/support/hc/en-us/articles/40903697784845-what-are-working-hours/index.html): Working hours tell us when each person is available to work. Think of them as the foundation for all your scheduling — they help with..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,168 words) - [Billing Report – Assembled](/content/support/hc/en-us/articles/34966110824845-billing-report/index.html): Verifying BPO invoices is a slow, manual process that often leads to overpayments, delays, and a ton of spreadsheet work. The BPO Billing..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (821 words) - [Events in Assembled – Assembled](/content/support/hc/en-us/articles/4414684329357-events-in-assembled/index.html): Events are the blocks of time you use to schedule your team. In Assembled, we categorize events in three ways: Default: also known as..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (842 words) - [Pre-build prep: Documenting workflows for automation – Assembled](/content/support/hc/en-us/articles/37039668289293-pre-build-prep-documenting-workflows-for-automation.html): Note: If you already have comprehensive, step-by-step Standard Operating Procedures (SOPs) that include decision criteria, required..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (718 words) - [Working with API Data Transformation in Workflows – Assembled](/content/support/hc/en-us/articles/39874773811469-working-with-api-data-transformation-in-workflows.html): OverviewThis article covers how to retrieve data via GET requests, transform and manipulate arrays (including editing specific items),..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (692 words) - [Updated time off requests – Assembled](/content/support/hc/en-us/articles/8270933174413-updated-time-off-requests/index.html): What’s New? TL;DR Assembled time off events now have units of either hours or days to allow for more granular time off requests. Users..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (328 words) - [How do I roll back schedule changes using scheduling history? – Assembled](/content/support/hc/en-us/articles/46702243244941-how-do-i-roll-back-schedule-changes-using-scheduling-history.html): When managing your team's schedule in Assembled, you may occasionally need to undo changes, whether from a template application, a bulk..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (465 words) - [Adding additional columns to Staffing timeline – Assembled](/content/support/hc/en-us/articles/20368926075661-adding-additional-columns-to-staffing-timeline.html): Assembled provides Forecasted volume, Forecasted SLA, Distinct agents, and Staffing metrics on the Staffing timeline to help you schedule..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (192 words) - [Deleted gap filling for Google Calendar meetings – Assembled](/content/support/hc/en-us/articles/4414684086925-deleted-gap-filling-for-google-calendar-meetings.html): Assembled allows customer to import meetings for the team directly from Google Calendar, but what happens when a meeting from Google..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (416 words) - [Case Lifecycle model (Amazon Connect) – Assembled](/content/support/hc/en-us/articles/28042813938701-case-lifecycle-model-amazon-connect/index.html): Table of contentsLifecycle model overviewUnits of workQueues & exclusions in AssembledChannels in AssembledAppendixLifecycle model..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (268 words) - [Case Lifecycle Real-Time Dashboard – Assembled](/content/support/hc/en-us/articles/27913526460685-case-lifecycle-real-time-dashboard/index.html): Please refer to Case Lifecycle model (Salesforce Service Cloud) & Case Lifecycle model (Amazon Connect) for an overview of the model...., Get help with workforce management, BPO management, and AI agent support products from Assembled. (207 words) - [The page you were looking for doesn't exist – Assembled](/content/support/hc/en-us/articles/support-assembled-com.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (38 words) - [Understanding the Team Performance Report – Assembled](/content/support/hc/en-us/articles/4414684134413-understanding-the-team-performance-report.html): The Team performance report provides detailed information on past performance at the individual and team level. The report includes data..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (640 words) - [Page not found - Assembled](/content/app/staffing/swaps-v2/index.html) (11 words) - [The page you were looking for doesn't exist – Assembled](/content/support/en/articles/4694192-understanding-the-agent-activity-report/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (21 words) - [User profile for Richard – Assembled](/content/support/hc/en-us/profiles/423037098952-richard/index.html): Recent activity and contributions by Richard, Get help with workforce management, BPO management, and AI agent support products from Assembled. (41 words) - [The page you were looking for doesn't exist – Assembled](/content/support/hc/en-us/articles/support-assembledhq-com.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (38 words) - ['Agent Review' for Email workflows – Assembled](/content/support/hc/en-us/articles/35787875078669-agent-review-for-email-workflows/index.html): When managing a workflow, there are several activation settings. This article is focused on the 'Agent Review' setting for email..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (131 words) - [What is Assembled AI? – Assembled](/content/support/hc/en-us/articles/21981760044813-what-is-assembled-ai/index.html): Assembled is a complete AI solution to help support teams improve efficiency and maintain excellent, consistent service across every..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (737 words) - [Clock-in and clock-out metrics: schedule adherence – Assembled](/content/support/hc/en-us/articles/20998155910925-clock-in-and-clock-out-metrics-schedule-adherence.html): By default, Assembled only calculates adherence for productive events. But you may also want to track that agents are taking their..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (317 words) - [Case Lifecycle model (only Salesforce Service Cloud and Amazon Connect) – Assembled](/content/support/hc/en-us/sections/27919643265549-case-lifecycle-model-only-salesforce-service-cloud-and-amazon-connect.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (150 words) - [The Staffing Timeline – Assembled](/content/support/hc/en-us/sections/4470266009485-the-staffing-timeline/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (107 words) - [AI Workflows – Assembled](/content/support/hc/en-us/sections/35534350865805-ai-workflows/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (152 words) - [Using Outliers and Adjustments for Forecasting accuracy – Assembled](/content/support/hc/en-us/articles/4414684104845-using-outliers-and-adjustments-for-forecasting-accuracy.html): This feature is a part of Assembled's Pro and Enterprise plans. While we aim to generate an accurate forecast right out of the box, no..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (764 words) - [Time off – Assembled](/content/support/hc/en-us/sections/4540558977933-time-off/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (78 words) - [Automations – Assembled](/content/support/hc/en-us/sections/4470265056909-automations/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (32 words) - [Asynchronous SLA and Backlog Forecasting – Assembled](/content/support/hc/en-us/articles/6138360516365-asynchronous-sla-and-backlog-forecasting.html): This feature is a part of Assembled's Pro and Enterprise plan. Please see our Plans page for additional details about our Assembled plans..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (843 words) - [Agent states export – Assembled](/content/support/hc/en-us/articles/12100976213005-agent-states-export/index.html): On the Agent scorecard timeline, we have the ability to export agent states to a CSV. This provides a report of states for one agent, all..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (285 words) - [Setting up your (non-Assembled) chatbot to work with Assembled – Assembled](/content/support/hc/en-us/articles/17190199889677-setting-up-your-non-assembled-chatbot-to-work-with-assembled.html): Chatbots are becoming increasingly common ways of serving your customers, and we want to ensure that we can best support your evolving..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (357 words) - [How to connect Intercom – Assembled](/content/support/hc/en-us/articles/15384102306445-how-to-connect-intercom/index.html): Assembled integrates with Intercom — a contact platform that is mainly used for chat and email — allowing your conversation data to be..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (778 words) - [Conversation uploads – Assembled](/content/support/hc/en-us/articles/19597091779597-conversation-uploads/index.html): Assembled will automatically backfill ticket data from your contact platform(s) that you've integrated with. If you wish to upload data..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (935 words) - [Restricted Sites – Assembled](/content/support/hc/en-us/articles/17167908394125-restricted-sites/index.html): When working with teams at BPOs, you may want to ensure that data is not visible to users outside their team. Assembled offers the..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (442 words) - [Understanding the Trend Analytics report – Assembled](/content/support/hc/en-us/articles/4414684121741-understanding-the-trend-analytics-report.html): The Trend Analytics report shows trends in contact volume over time by channel, with emphasis on actual contact volume both as individual..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (395 words) - [Agent state editing – Assembled](/content/support/hc/en-us/articles/22369292368525-agent-state-editing/index.html): In Assembled, you can manually edit agent states directly in the Agent scorecard. This can be helpful if you notice any discrepancies in..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (441 words) - [BPO Heatmaps – Assembled](/content/support/hc/en-us/articles/17520598929421-bpo-heatmaps/index.html): Assembled’s BPO heatmaps enables you to see different views of your required, scheduled, actual, and committed hours of your vendors for..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (381 words) - [How to contact the Assembled team – Assembled](/content/support/hc/en-us/articles/45774982413453-how-to-contact-the-assembled-team/index.html): At Assembled, we're here to help you get the most out of our platform. Whether you have a quick question or need technical assistance, we..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (447 words) - [Finding your forecast model – Assembled](/content/support/hc/en-us/articles/20362391929229-finding-your-forecast-model/index.html): Choosing a forecast model is a vital part in getting the most out of Assembled’s Forecasting feature. This article will walk through how..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (594 words) - [Usage tagging in Zendesk – Assembled](/content/support/hc/en-us/articles/31869750990733-usage-tagging-in-zendesk/index.html): When Assembled integrates with Zendesk, we automatically add specific tags to tickets to help your team track and analyze agent..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (435 words) - [Salesforce Service Cloud – Assembled](/content/support/hc/en-us/articles/9784857371277-salesforce-service-cloud/index.html): Salesforce Service Cloud is a contact platform that is mainly used for email and chat. More information about Salesforce Service Cloud..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (647 words) - [Understanding the Copilot usage report – Assembled](/content/support/hc/en-us/articles/35772785191821-understanding-the-copilot-usage-report.html): The Copilot usage report provides visibility into how agents are using the copilot tool. This report can be helpful for answering..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (246 words) - [How to migrate to a new contact platform from an existing one – Assembled](/content/support/hc/en-us/articles/17577034229261-how-to-migrate-to-a-new-contact-platform-from-an-existing-one.html): Occasionally, your business may want to switch from your existing contact platform to a new contact platform. We recommend reviewing this..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (357 words) - [Using Copilot – Assembled](/content/support/hc/en-us/sections/41604142797709-using-copilot/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (24 words) - [Integrating Assembled AI with Zendesk – Assembled](/content/support/hc/en-us/articles/21987067955725-integrating-assembled-ai-with-zendesk.html): Assembled AI supports a suite of features on Zendesk, ranging from being at your agent's finger tips in the Zendesk App side panel to..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (325 words) - [Realtime reporting – Assembled](/content/support/hc/en-us/sections/4540640122637-realtime-reporting/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (6 words) - [Assembled AI Metrics: Understanding CSAT – Assembled](/content/support/hc/en-us/articles/25785923095693-assembled-ai-metrics-understanding-csat.html): Our Agent comparison page surfaces CSAT metrics split between interactions with Assembled AI versus interactions without. This metric..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (223 words) - [Seasonal model configuration – Assembled](/content/support/hc/en-us/articles/25630340746893-seasonal-model-configuration/index.html): This feature is part of Assembled's Pro and Enterprise plan. Please see our Plans page for additional details about our Assembled plans..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (291 words) - [Performance reporting – Assembled](/content/support/hc/en-us/sections/4470946294285-performance-reporting/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (68 words) - [How to export your ticket mapping – Assembled](/content/support/hc/en-us/articles/4414684322061-how-to-export-your-ticket-mapping/index.html): Within Assembled you can now export your ticket data for a certain period of time. With this export you can see ticket tags, the group..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (111 words) - [Alvaria Aspect Schedule Integration – Assembled](/content/support/hc/en-us/articles/33395171502093-alvaria-aspect-schedule-integration/index.html): BPOs using Aspect can integration their schedules directly with Assembled. Create an integration following the instructions at WFM..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (86 words) - [Publishing Test Schedules – Assembled](/content/support/hc/en-us/articles/13447151275661-publishing-test-schedules/index.html): This feature is a part of Assembled's Pro and Enterprise plan. Please see our Plans page for additional details about our Assembled plans..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (463 words) - [support/hc/en-us/article_attachments/12585063881485/index.html](/content/support/hc/en-us/article_attachments/12585063881485/index.html) (735 words) - [Templates – Assembled](/content/support/hc/en-us/sections/4470245172621-templates/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (88 words) - [Getting started – Assembled](/content/support/hc/en-us/sections/21869721405325-getting-started/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (141 words) - [Volume reporting – Assembled](/content/support/hc/en-us/sections/4470950969485-volume-reporting/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (51 words) - [Configuration – Assembled](/content/support/hc/en-us/sections/13022298053261-configuration/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (58 words) - [New admins – Assembled](/content/support/hc/en-us/sections/13021996850829-new-admins/index.html): Learn how to configure and utilize your Assembled instance., Get help with workforce management, BPO management, and AI agent support products from Assembled. (117 words) - [Assembled AI Roles and Permissions – Assembled](/content/support/hc/en-us/articles/35750617796877-assembled-ai-roles-and-permissions/index.html): Assembled’s roles and permissions settings allow you to control who can view, edit, and manage various features.Out of the box role..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (151 words) - [Metrics in Assembled – Assembled](/content/support/hc/en-us/sections/9945426239629-metrics-in-assembled/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (231 words) - [Setting a template's time zone to account for daylight savings – Assembled](/content/support/hc/en-us/articles/4414677253645-setting-a-template-s-time-zone-to-account-for-daylight-savings.html): What is daylight savings? Check out this article to learn more about daylight saving time and why it matters when you use Assembled. ..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (116 words) - [support/hc/en-us/article_attachments/12585050692365/index.html](/content/support/hc/en-us/article_attachments/12585050692365/index.html) (577 words) - [The page you were looking for doesn't exist – Assembled](/content/support/en/articles/5702750-event-optimizations-walkthrough/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (21 words) - [Uploading Historical Amazon Connect Contact Trace Record (CTR) Data in to Assembled – Assembled](/content/support/hc/en-us/articles/10704024620301-uploading-historical-amazon-connect-contact-trace-record-ctr-data-in-to-assembled.html): Assembled can use historical contact data from your contact platform to give immediate forecasting and performance insights. Assembled..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (170 words) - [BPO Management – Assembled](/content/support/hc/en-us/sections/13022332027789-bpo-management/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (46 words) - [Reporting and Quality – Assembled](/content/support/hc/en-us/sections/27397787761677-reporting-and-quality/index.html): Details about Assembled AI Agent's reports and QA, Get help with workforce management, BPO management, and AI agent support products from Assembled. (23 words) - [Forecasting – Assembled](/content/support/hc/en-us/sections/13022297436045-forecasting/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (142 words) - [Available Integrations in Assembled – Assembled](/content/support/hc/en-us/articles/46600746800525-available-integrations-in-assembled/index.html): Assembled connects with the tools your support team already uses, so you can manage your workforce without switching platforms. This..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (944 words) - [Data Connectors – Assembled](/content/support/hc/en-us/articles/46918836914957-data-connectors/index.html): Data connectors let you pull real-time information from external sources into your workflows. Assembled supports three connector types —..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,268 words) - [How does Assembled integrate with Workday? – Assembled](/content/support/hc/en-us/articles/43760898102413-how-does-assembled-integrate-with-workday.html): The Workday integration syncs approved time off and leaves of absence from Workday into Assembled. Data flows one way: from Workday into..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,146 words) - [What other tools can I connect to Assembled? – Assembled](/content/support/hc/en-us/articles/44185046687629-what-other-tools-can-i-connect-to-assembled.html): We offer integrations with many third-party platforms to help you manage your team and support operations. Here are all the details! In..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (163 words) - [End of shift state exclusions – Assembled](/content/support/hc/en-us/articles/19380857079565-end-of-shift-state-exclusions/index.html): Sometimes agents forget to logout. It happens after a long day of helping customers. However, it can cause metrics to become incorrectly..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (388 words) - [Exporting to Google Sheets – Assembled](/content/support/hc/en-us/articles/27204929306381-exporting-to-google-sheets/index.html): Assembled supports exports to Google Sheets, which enables you to seamlessly export data from Assembled for analysis in Google Sheets or..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (447 words) - [Overview & installation instructions for Assembled Chrome extension – Assembled](/content/support/hc/en-us/articles/40070352948877-overview-installation-instructions-for-assembled-chrome-extension.html): OverviewThe Assembled Chrome Extension can be configured for multiple functionalities, including: Tracking allowed websites Upcoming..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (297 words) - [support/hc/en-us/article_attachments/12585063882765/index.html](/content/support/hc/en-us/article_attachments/12585063882765/index.html) (396 words) - [Tracking allowed websites via the Assembled Chrome extension – Assembled](/content/support/hc/en-us/articles/42088963628045-tracking-allowed-websites-via-the-assembled-chrome-extension.html): Assembled can track agent activity on configured websites when agents are outside your contact platform and using Chrome to provide more..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (692 words) - [Keyboard shortcuts – Assembled](/content/support/hc/en-us/articles/4421693165709-keyboard-shortcuts/index.html): Keyboard Shortcuts We created 20+ keyboard shortcuts in order to improve the usability of the staffing timeline. Below is a complete..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (254 words) - [User profile for Hari Jobanputra – Assembled](/content/support/hc/en-us/profiles/15437838296077-hari-jobanputra/index.html): Recent activity and contributions by Hari Jobanputra, Get help with workforce management, BPO management, and AI agent support products from Assembled. (14 words) - [How to configure Okta for Assembled – Assembled](/content/support/hc/en-us/articles/4423959887117-how-to-configure-okta-for-assembled/index.html): RequirementsIn order to proceed with configuring login with SSO through Okta, you must: Have access to an Okta tenant. Be an Okta..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (610 words) - [How do I upgrade or reconnect Assembled's Slack integration? – Assembled](/content/support/hc/en-us/articles/46696571395597-how-do-i-upgrade-or-reconnect-assembled-s-slack-integration.html): Assembled's Slack integration has two versions: a legacy version with limited functionality and a current version that supports..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (666 words) - [Agent average handle time – Assembled](/content/support/hc/en-us/articles/21941584400909-agent-average-handle-time/index.html): We’ve added 3 new metrics to Assembled to help you measure the time agents spend on Zendesk tickets. Agent average handle time (solved)..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (966 words) - [Best practices for accurate Zendesk agent states – Assembled](/content/support/hc/en-us/articles/13799175384205-best-practices-for-accurate-zendesk-agent-states.html): If you are using the Assembled Zendesk app to track agent states, you'll need to make sure all agents are following simple start of day..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (569 words) - [Upcoming event visibility & notifications via the Assembled Chrome extension – Assembled](/content/support/hc/en-us/articles/40124460076045-upcoming-event-visibility-notifications-via-the-assembled-chrome-extension.html): Pre-requisite: Overview & installation instructions for Assembled Chrome ExtensionOnce installed, the Assembled Chrome extension will..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (184 words) - [Universal Search: Elevate Your Shortcut Game – Assembled](/content/support/hc/en-us/articles/20103464237197-universal-search-elevate-your-shortcut-game.html): Navigating swiftly through myriad features becomes a seamless task with Assembled’s Universal Search! You are able to search agents,..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (138 words) - [Zendesk time tracking via the Assembled Chrome extension – Assembled](/content/support/hc/en-us/articles/43587285260173-zendesk-time-tracking-via-the-assembled-chrome-extension.html): Assembled has built a Chrome extension for tracking agent states on Zendesk as an alternative to the previous time tracker, which is..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (417 words) - [Understanding the activity timeline with the Assembled Chrome extension – Assembled](/content/support/hc/en-us/articles/44437868446605-understanding-the-activity-timeline-with-the-assembled-chrome-extension.html): OverviewThis guide explains how to read each row on the agent activity timeline within the agent scorecard, which pulls real-time data..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (509 words) - [Scheduling generation and rules – Assembled](/content/support/hc/en-us/articles/46565497513229-scheduling-generation-and-rules/index.html): What's in this article At a glance Why customers get confused (and how to think about it) Is schedule generation right for my team?..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (3,453 words) - [Installing the Assembled App for Salesforce Service Cloud – Assembled](/content/support/hc/en-us/articles/28371305568269-installing-the-assembled-app-for-salesforce-service-cloud.html): Note: this article details instructions for how to install the Assembled App for Salesforce Service Cloud, which allows agents to access..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (373 words) - [Installing the Assembled App for Zendesk – Assembled](/content/support/hc/en-us/articles/4414677291277-installing-the-assembled-app-for-zendesk.html): The Assembled App for Zendesk helps your team to stay on task by making individual and team schedules directly visible within the ticket..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (255 words) - [Installing the Assembled Copilot for Salesforce Service Cloud – Assembled](/content/support/hc/en-us/articles/42091962758925-installing-the-assembled-copilot-for-salesforce-service-cloud.html): Note: this article details instructions for how to install the Assembled App to use for Copilot in the Salesforce Service Cloud. If..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (244 words) - [Other – Assembled](/content/support/hc/en-us/sections/4471153618445-other/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (52 words) - [How to configure SAML SSO for Assembled – Assembled](/content/support/hc/en-us/articles/14654026012173-how-to-configure-saml-sso-for-assembled.html): Requirements In order to proceed with configuring login with SAML SSO, you must: Have an existing Assembled user account. Have an..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (211 words) - [HRIS Platforms – Assembled](/content/support/hc/en-us/sections/5298820136205-hris-platforms/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (254 words) - [Assembled App for Salesforce – Assembled](/content/support/hc/en-us/sections/28371239127693-assembled-app-for-salesforce/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (55 words) - [Login Integrations – Assembled](/content/support/hc/en-us/sections/14653989766669-login-integrations/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (83 words) - [User profile for Ryan P – Assembled](/content/support/hc/en-us/profiles/9372261850381-ryan-p/index.html): Recent activity and contributions by Ryan P, Get help with workforce management, BPO management, and AI agent support products from Assembled. (24 words) - [The basics – Assembled](/content/support/hc/en-us/sections/44185045454477-the-basics/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (18 words) - [Signing in – Assembled](/content/support/hc/en-us/articles/4414676864653-signing-in/index.html): When an Administrator adds you as an Assembled User, you'll receive an email with an invite link to join the platform. Once you have..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (83 words) - [Assembled App for Zendesk – Assembled](/content/support/hc/en-us/sections/4471060806413-assembled-app-for-zendesk/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (124 words) - [AI Agent for Voice: Overview – Assembled](/content/support/hc/en-us/articles/35694204231565-ai-agent-for-voice-overview/index.html): What is Assembled’s AI Voice Agent? Assembled’s AI Voice Agent provides all the capabilities you need to start delivering automated..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (510 words) - [How does the schedule assistant work? – Assembled](/content/support/hc/en-us/articles/41703196429453-how-does-the-schedule-assistant-work.html): Want a schedule that just works? This article has all the details. In this article: What is the schedule assistant? Why should I use the..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (1,346 words) - [Retrieving Scheduled Hours Using the Assembled API – Assembled](/content/support/hc/en-us/articles/44279534584973-retrieving-scheduled-hours-using-the-assembled-api.html): Assembled provides several API endpoints you can use to retrieve scheduled hours and adherence data. Based on their specific needs, teams..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,117 words) - [AI Agents – Assembled](/content/support/hc/en-us/categories/21986906800653-ai-agents/index.html): Set up AI Agents and Copilot in all your channels., Get help with workforce management, BPO management, and AI agent support products from Assembled. (249 words) - [How does the mobile view of Assembled work? – Assembled](/content/support/hc/en-us/articles/45302273534989-how-does-the-mobile-view-of-assembled-work.html): If you've ever tried to use Assembled on your phone, you might have had some issues. We want to fix that! Check out this article to read..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (345 words) - [Staffing reporting – Assembled](/content/support/hc/en-us/sections/4470944246669-staffing-reporting/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (142 words) - [Reports – Assembled](/content/support/hc/en-us/categories/4470913899277-reports/index.html): Measure staffing, performance, and other metrics., Get help with workforce management, BPO management, and AI agent support products from Assembled. (105 words) - [Assembled for agents – Assembled](/content/support/hc/en-us/categories/4540438306829-assembled-for-agents/index.html): Manage your schedules, requests, and settings., Get help with workforce management, BPO management, and AI agent support products from Assembled. (67 words) - [About Assembled – Assembled](/content/support/hc/en-us/categories/37085459430925-about-assembled/index.html): Learn about our policies, report a problem, or get help from the team., Get help with workforce management, BPO management, and AI agent support products from Assembled. (47 words) - [Get started – Assembled](/content/support/hc/en-us/categories/4425817623309-get-started/index.html): New to Assembled? Start here!, Get help with workforce management, BPO management, and AI agent support products from Assembled. (41 words) - [How do I change the position of the chat launcher? – Assembled](/content/support/hc/en-us/articles/47169090013069-how-do-i-change-the-position-of-the-chat-launcher.html): Why would I change the launcher's position?The default bottom-right position works for most sites, but you might move it if: It overlaps..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (505 words) - [How to connect Salesforce Service Cloud – Assembled](/content/support/hc/en-us/articles/12908775529229-how-to-connect-salesforce-service-cloud.html): Assembled integrates with the Salesforce Service Cloud contact platform allowing your ticket data to be forecasted and tracked in our..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,009 words) - [Recipe for Assembled time off notifications in Slack – Assembled](/content/support/hc/en-us/articles/14483381447309-recipe-for-assembled-time-off-notifications-in-slack.html): This recipe uses the send emails to Slack functionality to set up Slack notifications for time off requests. You will need: admin access..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (280 words) - [Layers – Assembled](/content/support/hc/en-us/articles/35884902524557-layers/index.html): Schedule layers let you schedule quickly and easily while preventing gaps from appearing in your schedules when you make changes. ..., Get help with workforce management, BPO management, and AI agent support products from Assembled., A demo of the new layers feature that enables users to create and edit schedules in Assembled easily, while preventing gaps from forming. (699 words) - [Setting up your Slack integration – Assembled](/content/support/hc/en-us/articles/4414684313741-setting-up-your-slack-integration/index.html): The Slack integration will allow you and your team to privately view a list of who's working right now or any time today. You can do this..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (214 words) - [AI Voice Agents Buyer’s Guide | Compare Customer Support Platforms | Assembled](/content/info/voice-ai-buyer-guide/index.html): Discover the top AI voice agents for customer support with our comprehensive buyer's guide, featuring practical comparisons, quality assessments, and tailored advice for your team's needs. (80 words) - [The page you were looking for doesn't exist – Assembled](/content/support/en/articles/5185758-queues-and-ticket-mapping/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (21 words) - [User segments – Assembled](/content/support/hc/en-us/articles/38109895225869-user-segments/index.html): User segments let you tailor every chat experience to the person on the other side of the widget. By classifying users up front (or only..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (499 words) - [Setting up the Slack app – Assembled](/content/support/hc/en-us/articles/24008369035405-setting-up-the-slack-app/index.html): OverviewAssembled AI is a solution designed to streamline your support operations by providing instant access to answers for your..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (180 words) - [Understanding AI Experience Scores & Outcomes – Assembled](/content/support/hc/en-us/articles/43060051891725-understanding-ai-experience-scores-outcomes.html): Your AI agents are automatically evaluated (via AI) through two main complementary scores:AI Experience Score tells you how well the..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (593 words) - [Unveiling our very new Staffing Timeline](/content/blog/our-very-new-staffing-timeline/index.html): Assembled's new staffing timeline gives support managers a visual, real-time view of agent coverage, schedule adherence, and team performance. (356 words) - [WFM Integrations – Assembled](/content/support/hc/en-us/articles/15451415143821-wfm-integrations/index.html): Previously, customers that outsource to BPOs would manage schedules in two places - their BPOs’ WFM platforms and Assembled. With our WFM..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,386 words) - [How do I create time off rules? – Assembled](/content/support/hc/en-us/articles/30676117185421-how-do-i-create-time-off-rules/index.html): Time off rules help you manage incoming time off requests. You can decide: What requirements must be met for a request to be submitted..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (678 words) - [Understanding Realtime overview – Assembled](/content/support/hc/en-us/articles/4417983358861-understanding-realtime-overview/index.html): The Realtime overview allows you to monitor a consolidated view of your support data sources in a single location for day-of, real time..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (1,839 words) - [Creating and modifying schedules – Assembled](/content/support/hc/en-us/articles/4421708282381-creating-and-modifying-schedules/index.html): When creating events from scratch for your agents' schedules on the staffing timeline, there are a few ways to approach this: Drag and..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (945 words) - [Attributes: sites and teams – Assembled](/content/support/hc/en-us/articles/4414677343373-attributes-sites-and-teams/index.html): Attributes allow you to view the staffing timeline, forecasting, and reporting with more granularity. They also help you keep your agents..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (359 words) - [Queue configuration & ticket exclusions – Assembled](/content/support/hc/en-us/articles/7764774375437-queue-configuration-ticket-exclusions.html): This feature is a part of Assembled's Pro and Enterprise plan. Please see our Plans page for additional details about our Assembled plans..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (1,849 words) - [Workforce management – Assembled](/content/support/hc/en-us/categories/13022326087693-workforce-management/index.html): Set up scheduling, automations, and more., Get help with workforce management, BPO management, and AI agent support products from Assembled. (231 words) - [The cost of complexity: Are you overengineering your WFM?](/content/blog/the-cost-of-complexity-are-you-overengineering-your-wfm.html): Discover how simplifying your WFM setup can enhance efficiency and reduce costs. Streamline processes and boost performance with Assembled. (868 words) - [MCP Connectors for Assembled AI – Assembled](/content/support/hc/en-us/articles/42078579457549-mcp-connectors-for-assembled-ai/index.html): OverviewMCP (Model Context Protocol) Connectors allow you to extend Assembled AI capabilities by connecting to external MCP servers. This..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (2,076 words) - [Understanding Realtime analysis – Assembled](/content/support/hc/en-us/articles/13089139271437-understanding-realtime-analysis/index.html): Assembled Realtime analysis provides a real-time view of your agents' adherence. Use it to gain insight into your agents' current work..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (1,425 words) - [The People page – Assembled](/content/support/hc/en-us/articles/4414677143053-the-people-page/index.html): The People page is where you can add, edit, invite or delete relevant team members in Assembled. Adding, editing and deleting users is..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (1,560 words) - [AI in Customer Support: A Practical Implementation Guide](/content/blog/should-you-use-ai-for-customer-support/index.html): AI for customer support gets a lot of buzz. Should you use it? And how can you do so in a way that supports your agents and customers? Learn more in this guide. (2,666 words) - [Zendesk Webhooks for Assembled AI – Assembled](/content/support/hc/en-us/articles/41557913054861-zendesk-webhooks-for-assembled-ai/index.html): These standard webhooks are automatically generated during your Assembled AI deployment. They enable critical real-time data flow between..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (240 words) - [How to deactivate, delete, or restore a person in Assembled – Assembled](/content/support/hc/en-us/articles/4414677145613-how-to-deactivate-delete-or-restore-a-person-in-assembled.html): This article walks you through how to deactivate, delete, or restore a person in Assembled. For more information on the People page check..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (265 words) - [Shift swap requests – Assembled](/content/support/hc/en-us/articles/34764282823693-shift-swap-requests/index.html): This feature set available to customers on Assembled's Pro and Enterprise plans. Overview Getting started Configuring eligibility..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (895 words) - [How do I use Copilot in Zendesk? – Assembled](/content/support/hc/en-us/articles/21870431136269-using-the-assembled-assist-zendesk-app.html): Our Copilot tool can help you draft replies, answer questions, translate conversations, and quickly wrap up cases while you're working..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,061 words) - [How to Move Beyond WFM to Workforce Optimization](/content/blog/move-beyond-wfm-to-accomplish-workforce-optimization.html): Learn how to move beyond WFM to accomplish true workforce optimization — the tools, strategies, and mindset shift required to get there. (2,263 words) - [Assembled MCP Server – Assembled](/content/support/hc/en-us/articles/45407559982221-assembled-mcp-server/index.html): The Assembled MCP server lets you connect Assembled to AI tools like Claude and ChatGPT so you can ask questions about your workforce and..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,417 words) - [Five9 and Assembled: Integration Guide – Assembled](/content/support/hc/en-us/articles/46535580993421-five9-and-assembled-integration-guide.html): Plan requirement: QA score ingestion is available on Pro and Enterprise plans. Contact support@assembledhq.com if you need to..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,497 words) - [Solving BPO Management: Q&A with Assembled's Top Engineer](/content/blog/tackling-the-unsolved-problem-of-bpo-management-a-q-a-with-assembleds-most-tenured-engineer.html): Explore the journey of Assembled's vendor management solution through a Q&A with Taylor Milliman — Assembled's most tenured engineer. (2,504 words) - [Understanding the Forecast Management page – Assembled](/content/support/hc/en-us/articles/13174074546189-understanding-the-forecast-management-report.html): This feature is a part of Assembled's Pro and Enterprise plan. Please see our Plans page for additional details about our Assembled plans..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (1,180 words) - [How to connect Zendesk Chat – Assembled](/content/support/hc/en-us/articles/15220484229389-how-to-connect-zendesk-chat/index.html): Zendesk Chat is a contact platform that is mainly used for chats. More information about Zendesk Chat can be found here. In order to..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,068 words) - [Schedule revision and future change requests – Assembled](/content/support/hc/en-us/articles/6769972602125-schedule-revision-and-future-change-requests.html): This feature set available to customers on Assembled's Pro and Enterprise plans. When schedule change requests are enabled for your..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (619 words) - [Managing roles and permissions – Assembled](/content/support/hc/en-us/articles/4414692774285-managing-roles-and-permissions/index.html): Assembled’s roles and permissions settings allow you to control who can view, edit, and manage various features. By configuring roles and..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (718 words) - [Queue/Exclusion AND Rules – Assembled](/content/support/hc/en-us/articles/23654944772621-queue-exclusion-and-rules/index.html): AND rules allow you to express more complicated boolean logic for queue and exclusion ticket mappings. Whereas previously you could only..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (789 words) - [Configuring agent state mappings – Assembled](/content/support/hc/en-us/articles/4417997278221-configuring-agent-state-mappings/index.html): Agent state mappings allow you to define what it means for an agent to be in or out of adherence. These mappings will power the adherence..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (488 words) - [BPO Planning – Assembled](/content/support/hc/en-us/articles/17523422632717-bpo-planner/index.html): If you are interested in using our BPO management features but currently don’t have access, reach out to Assembled Support to get access..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (833 words) - [How to configure Okta for Assembled – Assembled](/content/support/hc/en-us/articles/45590161571725-how-to-configure-okta-for-assembled/index.html): RequirementsIn order to proceed with configuring login with SSO through Okta, you must: Have access to an Okta tenant. Be an Okta..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (609 words) - [Using templates – Assembled](/content/support/hc/en-us/articles/4414692565517-using-templates/index.html): Templates are a convenient way to save a range of Events and apply them to the schedule for future dates. This is a big time saver if..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (817 words) - [The page you were looking for doesn't exist – Assembled](/content/support/hc/en-us/articles/32573364220429-language-translation-with-assembled-assist.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (21 words) - [How We Achieved 12× Speedup on an NP-Hard Problem](/content/blog/np-hard-scheduling-optimization/index.html): See how Assembled achieved a 12× speedup solving an NP-hard workforce scheduling problem using old-school AI and smart problem decomposition. (1,084 words) - [Assembled Product Roundup: 2024 Configurability Features](/content/blog/product-roundup-our-biggest-configurability-feature-launches-in-2024.html): Custom roles, tailored forecasts, and real-time insights. Discover Assembled's 2024 configurability features that transform workforce management. (1,119 words) - [From PayPal to Chewy: Matt Rinkol's WFM Playbook](/content/blog/the-matt-rinkol-playbook-for-enterprise-wfm/index.html): Veteran WFM leader Matt Rinkol shares hard-won lessons on peak planning, tooling, and team growth from his decades at PayPal, Facebook, and Chewy. (1,771 words) - [The New Economics of Phone Support | Assembled](/content/blog/the-new-economics-of-phone-support-and-why-resolution-is-the-metric-that-matters.html): Rethink phone support with resolution-first AI. Cut costs, boost CSAT, and turn every call into a trusted, high-impact experience. (1,191 words) - [How Assembled Co-founder John Wang Raised $20M | Story](/content/blog/how-co-founder-john-wang-failed-at-a-yc-startup-worked-at-early-stripe-and-then-raised-20m.html): Discover John Wang's journey from a failed YC startup to raising $20M, with key lessons on luck, perseverance, and building Assembled. (2,688 words) - [ServiceNow Integration – Assembled](/content/support/hc/en-us/articles/45353222209933-servicenow-integration/index.html): OverviewThe Assembled ServiceNow integration brings operational data from your ServiceNow instance into Assembled so you can monitor..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,062 words) - [Using Brand Studio to manage your AI agents – Assembled](/content/support/hc/en-us/articles/29803191197581-style-guide-customization-and-best-practices.html): What is Brand Studio?Brand Studio allows you to create and manage multiple identities for your AI agents, each with its own style guide,..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (855 words) - [Everything you need to know about forecast accuracy](/content/blog/predicting-the-future/index.html): A deep dive into how Assembled forecasts support volume using machine learning — the models, the data, and the decisions behind our approach. (1,216 words) - [Reviewing Quality evaluations – Assembled](/content/support/hc/en-us/articles/21869938807437-reviewing-quality-evaluations/index.html): What are evaluations? Evaluations help you track how well Cal is responding to users. The information gathered through evaluations allows..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (552 words) - [Release Notes – Assembled](/content/support/hc/en-us/articles/26684882956941-release-notes/index.html): See the latest feature releases on our What's New page. This page is updated quarterly.You can also access the What's New page via the..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (38 words) - [Scaling Support in an AI-First World | Assembled](/content/blog/scaling-support-in-an-ai-first-world-insights-from-assembleds-head-of-product.html): AI is reshaping support ops. Assembled’s Head of Product shares key trends, risks, and strategies to scale smarter in 2025 — without sacrificing quality. (1,212 words) - [Faster Assembled Reporting – Assembled](/content/support/hc/en-us/articles/15942466767245-faster-assembled-reporting/index.html): Table of Contents What does cached mean? What data does Assembled cache? What reports utilize cached metrics? How often is data..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (676 words) - [State of Customer Support 2021: 5 Key Insights](/content/blog/insights-on-customer-support-software-channels-and-challenges.html): Key insights from the 2021 state of customer support — covering top software tools, channel trends, and the biggest challenges teams face. (2,204 words) - [How to configure SAML SSO for Assembled – Assembled](/content/support/hc/en-us/articles/45590244115853-how-to-configure-saml-sso-for-assembled.html): Requirements In order to proceed with configuring login with SAML SSO, you must: Have an existing Assembled user account. Have an..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (211 words) - [How to Refine Your Capacity Planning Process | Assembled](/content/blog/how-to-refine-your-capacity-planning-process/index.html): Every customer support team can benefit from fine-tuning their capacity planning process. Discover what it takes to go from a good process to a great one. (2,248 words) - [Professional Development for Customer Support Agents](/content/blog/how-to-encourage-professional-development-opportunities-for-support-agents.html): Learn how to build professional development programs for customer support agents — why it matters and how it drives retention and performance. (2,346 words) - [What Is BPO? FAQs About Scaling Customer Support](/content/blog/how-to-scale-with-bpo/index.html): What is BPO? Learn the basics, get answers to frequently asked questions, and see how to scale customer support operations with BPO vendors. (2,226 words) - [Admin – Assembled](/content/support/hc/en-us/sections/13022328582925-admin/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (155 words) - [Schedule change requests general overview – Assembled](/content/support/hc/en-us/articles/35721330566669-schedule-change-requests-general-overview.html): Agents can request various changes to their schedules, including: Schedule revision and future change requests Shift swap requests Extra..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (61 words) - [People management – Assembled](/content/support/hc/en-us/categories/40748488494989-people-management/index.html): Add, update, and manage your team in Assembled., Get help with workforce management, BPO management, and AI agent support products from Assembled. (34 words) - [7 Ways to Boost Employee Morale in Customer Support](/content/blog/how-to-boost-employee-morale-as-a-customer-support-manager.html): 7 practical ways customer support managers can boost employee morale, from better scheduling and recognition to career growth opportunities. (2,473 words) - [Schedule change requests – Assembled](/content/support/hc/en-us/sections/35719031522445-schedule-change-requests/index.html): This section covers all types of schedule changes that agents can request, including future change, past revision, shift swaps, and..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (121 words) - [Occupancy in Assembled – Assembled](/content/support/hc/en-us/articles/30026291589261-occupancy-in-assembled/index.html): What is occupancy? Configuring occupancy in Assembled Examples Visualization What is occupancy? Occupancy is a core metric in workforce..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (393 words) - [Assembled - 404 Not Found](/content/customer-support-benchmark-report-2025/index.html) (10 words) - [Lessons in Adaptability: DoorDash's WFM Leader](/content/blog/lessons-in-adaptability-a-conversation-with-doordashs-wfm-leader.html): Discover resilience and innovation in workforce management through Gabo Vera's journey from BPO to leading DoorDash's WFM. (2,026 words) - [Forecast totals uploads – Assembled](/content/support/hc/en-us/articles/6618055425165-forecast-csv-uploads/index.html): IntroductionAssembled will automatically forecast contacts and reopens for you, but if you wish to override that forecast and use your..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (864 words) - [The evolution of customer support roles in the age of AI](/content/blog/the-evolution-of-customer-support-roles-in-the-age-of-ai.html): AI is transforming customer support roles. Discover new career paths that blend empathy with AI efficiency and enhance customer and agent experiences. (1,254 words) - [The Hidden Costs of Outdated WFM Tools | Assembled](/content/blog/the-hidden-costs-of-outdated-wfm-tools-and-what-to-do-about-it.html): WFM expert Pavlos Vasilakis examines the hidden costs of legacy workforce management tools and the real business impact of outdated software. (942 words) - [Navigating the AI maturity curve in customer support](/content/blog/navigating-the-ai-maturity-curve-in-customer-support.html): Understand the AI maturity curve in customer support. Discover how to enhance your team’s efficiency and stay ahead of the competition. (1,022 words) - [The benefits of API-first support tools](/content/blog/the-benefits-of-api-first-support-tools/index.html): Learn what it actually means to be API-first, along with five key benefits of opting for API-first support tools on your team. (1,180 words) - [So, you missed SLA — what happened?](/content/blog/so-you-missed-sla-what-happened/index.html): If you miss the mark on your service level agreement, it's usually due to one of three things. Learn what they are so you can get to the bottom SLA misses. (841 words) - [How to build a metrics-driven support culture](/content/blog/setting-a-metrics-driven-culture/index.html): We explore the importance of setting a metrics-driven culture for your support team and the considerations involved in doing so. (839 words) - [Contact Platforms – Assembled](/content/support/hc/en-us/sections/4425819094413-contact-platforms/index.html): Learn how to integrate with your chosen contact platform., Get help with workforce management, BPO management, and AI agent support products from Assembled. (160 words) - [How to connect Zendesk Messaging – Assembled](/content/support/hc/en-us/articles/17509899135885-how-to-connect-zendesk-messaging/index.html): Assembled integrates with Zendesk messaging through the Zendesk support contact platform allowing your ticket data to be forecasted and..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (460 words) - [How to connect Zendesk Support – Assembled](/content/support/hc/en-us/articles/15220076382093-how-to-connect-zendesk-support/index.html): Assembled integrates with the Zendesk support contact platform allowing your ticket data to be forecasted and tracked in our system. The..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,148 words) - [Setting Up the Amazon Connect Integration – Assembled](/content/support/hc/en-us/articles/10791926535693-how-to-amazon-connect/index.html): In this article:Integration OverviewArchitecture Summary Key Terminology What Data Assembled Reads Multi-Region..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (2,921 words) - [Scale your customer support operations with BPO](/content/blog/scale-customer-support-with-business-process-outsourcing.html): Learn how to scale customer support with BPO — when to outsource, how to choose a vendor, and how to manage performance using Assembled. (782 words) - [Effective SLA Management with Limited Resources | Assembled](/content/blog/how-to-achieve-effective-sla-management-with-limited-resources.html): Learn how to achieve effective SLA management with limited resources — using smart forecasting, scheduling, and real-time monitoring tools. (2,298 words) - [The case for WFM: Proving ROI and impact](/content/blog/the-case-for-wfm-proving-roi-and-impact/index.html): Prove WFM's ROI to leadership with actionable tips to reduce costs, boost agent productivity, and enhance customer satisfaction scores. (810 words) - [Making space for neurodiversity in WFM](/content/blog/making-space-for-neurodiversity-in-wfm/index.html): Discover how embracing neurodiversity in workforce management enhances team performance, fosters innovation, and creates inclusive environments. (954 words) - [Scaling LLMs with Golang: Serving Millions of Requests](/content/blog/scaling-llms-with-golang-how-we-serve-millions-of-llm-requests.html): Learn how Assembled serves millions of LLM requests with Golang — the architecture decisions, performance gains, and scaling lessons learned. (1,010 words) - [How to Upgrade Customer Support Training & Onboarding](/content/blog/how-to-upgrade-customer-support-training-and-onboarding.html): When it comes to reducing turnover and empowering agents, effective customer support training and onboarding can make a huge difference. See how it’s done. (2,181 words) - [Supercharge your omnichannel support strategy with AI](/content/blog/supercharge-your-omnichannel-support-strategy-with-ai.html): Enhance your omnichannel support strategy with Assembled Assist. Discover AI-powered tools that boost efficiency, accuracy, and customer satisfaction. (1,066 words) - [Amazon Connect | Setup Option 3: Existing s3 Bucket – Assembled](/content/support/hc/en-us/articles/46307740668173-amazon-connect-setup-option-3-existing-s3-bucket.html): If you have an existing CTR s3 bucket, configure the below setup, and click Next.On the next page of this setup modal, the Your selection..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (368 words) - [Amazon Connect | Setup Option 2: Existing Streams Setup – Assembled](/content/support/hc/en-us/articles/46307704197389-amazon-connect-setup-option-2-existing-streams-setup.html): If you have existing CTR and Agent events kinesis streams, configure the below setup, and click NextOn the next page of this setup modal,..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (374 words) - [Learning on the Job: Q&A with Assembled's First Biz Hire](/content/blog/learning-on-the-job-a-q-a-with-one-of-assembleds-first-business-generalists.html): Explore the journey of an early Assembled business generalist. Learn how diverse roles and a feedback-driven culture foster growth and innovation. (1,579 words) - [Real agentic workflows our chat AI resolves](/content/blog/real-agentic-workflows-our-chat-ai-resolves/index.html): Assembled's AI chat agent drives faster resolutions, lower handle times, and better CSAT scores across real-world customer support workflows. (909 words) - [Say hello to time tracking for Zendesk Support](/content/blog/say-hello-to-time-tracking-for-zendesk-support/index.html): Assembled's time tracking for Zendesk gives support managers real-time visibility into agent activity, adherence, and productivity metrics. (753 words) - [How to Be a Great Customer Support Team Leader](/content/blog/how-to-be-a-good-team-leader-for-an-empowered-customer-support-operation.html): There are no hard rules for how to be a good team leader in customer support, but this comes close. Find out how to grow as a manager and help your team excel. (2,098 words) - [How to Improve Employee Experience & Workforce Planning](/content/blog/how-to-improve-the-employee-experience-and-meet-workforce-planning-needs.html): Learn how to improve the employee experience for support agents without sacrificing workforce planning needs — tips for managers and WFM teams. (2,136 words) - [Navigating the challenges of multi-BPO integration](/content/blog/navigating-the-maze-of-multi-bpo-integration-unlocking-efficiency-and-excellence.html): Learn how to navigate multi-BPO integration — including the common pitfalls and how to unlock efficiency when managing multiple BPO vendors. (969 words) - [Leadership Skills for Workforce Managers | Assembled](/content/blog/managing-up-managing-down-leadership-skills-for-workforce-managers.html): Leadership skills for workforce managers: Manage up and down to boost team morale, secure resources, and thrive in workforce management. (1,622 words) - [The Ultimate Guide to Effective Vendor Management](/content/blog/guide-to-effective-vendor-management/index.html): Discover the keys to successful vendor management in this guide. Learn how to overcome challenges and leverage best practices for stronger vendor relationships. (2,213 words) - [Laying Scalability Foundations | Q&A with First Support Hire](/content/blog/laying-foundations-of-operational-scalability-a-q-a-with-assembleds-first-support-hire.html): Discover how Assembled’s first support hire helped scale operations from 9 to 100 employees and the challenges along the way. (1,494 words) - [What I’ve learned about scaling customer support](/content/blog/lessons-learned-from-scaling-customer-support/index.html): Real lessons from scaling customer support teams — covering hiring, tooling, WFM, and the operational decisions that make or break growth. (1,311 words) - [Schedule adherence: Finding the sweet spot](/content/blog/schedule-adherence-finding-the-sweet-spot/index.html): Break down the factors that impact schedule adherence and learn how to set a realistic target that actually works for your support team. (739 words) - [The most commonly believed myths about workforce management](/content/blog/the-most-commonly-believed-myths-about-workforce-management.html): Here are a few of the misconceptions we’ve heard about workforce management, as well as why they couldn’t possibly be further from the truth. (483 words) - [Streamlined scheduling for teams](/content/blog/streamlined-scheduling/index.html): We're excited to announce a few updates to our team scheduling interface and to the routine tasks which teams perform every day., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (499 words) - [Simplify BPO Invoices with Assembled's Billing Report](/content/blog/take-the-guesswork-out-of-bpo-invoices-with-our-new-billing-report.html): Assembled's new billing report removes the guesswork from BPO invoices — giving support ops teams accurate, real-time visibility into vendor costs. (610 words) - [Amazon Connect | Setup Option 1: No Existing Streams or Buckets – Assembled](/content/support/hc/en-us/articles/46307626590861-amazon-connect-setup-option-1-no-existing-streams-or-buckets.html): If you have no existing streams or s3 bucket, configure the below setup, and click Next.On the next page of this setup modal, the Your..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (267 words) - [Product lessons from Dan Robinson, former CTO of Heap](/content/blog/product-lessons-from-dan-robinson-former-cto-of-heap.html): Dan Robinson joined the Assembled product team for dinner to share some practical wisdom about execution, user engagement, and innovative problem-solving. (948 words) - [Observations from dogfooding our own AI product](/content/blog/observations-from-dogfooding-our-own-ai-product/index.html): Discover insights from Assembled's internal testing of their new AI support tool, which enhances efficiency and onboarding for support teams. (1,238 words) - [Schedule More Efficiently at Scale | Assembled](/content/blog/schedule-more-efficiently-at-scale-with-these-time-saving-updates.html): Assembled's latest scheduling updates provide optimal flexibility, faster schedule builds, and team-wide visibility for support managers. (843 words) - [Real Accountability with Assembled Vendor Management](/content/blog/introducing-the-first-all-in-one-solution-for-bpo-management.html): Assembled for Vendor management is the only tool to bring scheduling, billing, and performance data across all your BPOs together in one unified platform. (1,279 words) - [How to approach an RFP for AI-powered support](/content/blog/how-to-approach-an-rfp-for-ai-powered-support/index.html): Understand RFPs for AI support tools. Learn to evaluate vendors and streamline decision-making. Get a customizable RFP template. (2,392 words) - [Meet Assembled AI voice agents](/content/blog/meet-assist-ai-voice-support-built-for-resolution/index.html): Introducing Assembled Assist, AI voice support built for resolution, not just deflection. See how it handles real support calls end-to-end. (867 words) - [How I Got My Team on Board with WFM | Assembled](/content/blog/getting-buy-in-for-workforce-management/index.html): A former workforce manager shares the playbook for getting buy-in from leadership and cross-functional teams on WFM investments. (910 words) - [Submit a request – Assembled](/content/support/hc/en-us/requests/new/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (37 words) - [blog/the-importance-of-workforce-management-software-integration-with-zendesk.html](/content/blog/the-importance-of-workforce-management-software-integration-with-zendesk.html) (474 words) - [Assembled WFM Now Available on Salesforce AppExchange](/content/blog/service-cloud-users-can-now-access-assembled-wfm-on-salesforce-appexchange.html): We're excited to shout from the rooftops that Assembled is now live on Salesforce AppExchange, the world's leading enterprise cloud marketplace. (644 words) - [Meet the brand new time tracking experience in Assembled](/content/blog/meet-the-brand-new-time-tracking-experience-in-assembled.html): Gain insights into real-time agent activity and improve support operations with Assembled's new time tracking and productivity features. (888 words) - [Introducing Case Lifecycle | A New Era of Support Ops](/content/blog/introducing-a-new-era-of-support-operations-with-case-lifecycle.html): Revolutionize support operations with Case Lifecycle. Uncover deep insights, optimize staffing, and boost customer satisfaction with our new data model. (1,319 words) - [Saving Engineering Hours by Writing Tests with LLMs](/content/blog/how-we-saved-hundreds-of-engineering-hours-by-writing-tests-with-llms.html): Discover how Assembled uses LLMs to save engineering hours on test writing, boost productivity, and ensure code quality without slowing development. (1,367 words) - [Search within Assembled at the speed of light](/content/blog/search-within-assembled-at-the-speed-of-light/index.html): Learn to navigate Assembled using universal search. Instantly access agent data, scheduling reports, performance metrics, and more in one place. (291 words) - [Assembled Chrome Extension – Assembled](/content/support/hc/en-us/sections/40070104562189-assembled-chrome-extension/index.html): Get help with workforce management, BPO management, and AI agent support products from Assembled. (116 words) - [Assembled CEO Ryan Wang on the Future of AI & Support](/content/blog/kustomer-interviews-assembled-ceo-ryan-wang-on-the-future-of-ai-and-support-ops.html): Assembled CEO Ryan Wang joins Kustomer’s Gabe Larsen to discuss AI, support ops, and why the future of CX depends on both people and technology. (1,320 words) - [Boost BPO results with the champion-challenger approach](/content/blog/leveraging-the-champion-challenger-model-to-optimize-bpo-performance-in-cx.html): Transform your BPO strategy with the champion-challenger model. Explore effective ways to enhance customer support and ensure optimal performance in CX. (1,006 words) - [Making WFM easier, thanks to customer feedback](/content/blog/making-wfm-easier-thanks-to-customer-feedback/index.html): Discover Assembled's latest WFM upgrades inspired by customer feedback. Enhance scheduling, accessibility, and time-off management. (915 words) - [Streamlining support with Assembled + Talkdesk](/content/blog/streamlining-support-with-assembled-talkdesk/index.html): Learn how Assembled + TalkDesk streamlines support operations — bringing WFM scheduling and real-time management into your TalkDesk contact center. (336 words) - [How to Build a Workforce Forecasting Process | Assembled](/content/blog/how-to-build-a-forecast-for-customer-support/index.html): Learn how to build a workforce forecasting process for customer support — from choosing models and gathering data to measuring forecast accuracy. (1,221 words) - [How to Use ChatGPT for Better Customer Support](/content/blog/how-to-use-chatgpt-for-faster-more-empathetic-customer-support.html): Enhance customer support with ChatGPT. Discover tips for empathetic, efficient interactions and streamline communication with AI-driven insights. (1,524 words) - [Migrating to GPT-4o: How Assembled achieved rapid transition](/content/blog/migrating-to-gpt-4o-how-assembled-achieved-rapid-transition.html): Discover how Assembled rapidly transitioned to GPT-4o, improving customer experience, response quality, and overall support efficiency. (771 words) - [How to Engage & Motivate Agents | Q&A with Dutchie](/content/blog/how-to-engage-and-motivate-agents-a-q-a-with-dutchies-senior-wfm.html): Discover how Dutchie's Senior WFM engages and motivates agents through vulnerability, open communication, and innovative training programs. (1,639 words) - [How to assemble accessible apps](/content/blog/how-to-assemble-accessible-apps/index.html): Enhance app accessibility with Assembled's inclusive design strategies. Discover updates for better usability across diverse, multilingual, remote teams. (959 words) - [Make smarter business decisions faster with WFM data and AI](/content/blog/make-smarter-business-decisions-faster-with-wfm-data-and-ai.html): Learn how workforce management data and AI can help support leaders make smarter, faster business decisions with greater confidence. (692 words) - [Is your WFM tool draining your time and money?](/content/blog/is-your-wfm-tool-draining-your-time-and-money/index.html): Struggling with outdated WFM tools? Discover how modern platforms like Assembled boost efficiency, reduce costs, and enhance team collaboration. (1,190 words) - [Time tracking in Zendesk – Assembled](/content/support/hc/en-us/articles/4414692904589-time-tracking-in-zendesk/index.html): Overview When running a high performing support organization, it's important to measure agents and teams against the right and accurate..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,368 words) - [How Assembled's Voice AI Works | What Sets It Apart](/content/blog/how-our-voice-ai-actually-works-and-how-its-different-from-the-rest.html): See how the Assembled AI Agent for Voice resolves support issues fast with natural conversations, smart workflows, and seamless human handoff. (1,183 words) - [How to get buy-in for customer service outsourcing](/content/blog/how-to-get-buy-in-for-customer-service-outsourcing/index.html): Learn how to get stakeholder buy-in for customer service outsourcing — the business case, ROI data, and talking points that work with leadership. (1,309 words) - [How AI Support Tools Are Priced: Questions to Ask](/content/blog/how-most-ai-support-tools-are-priced-and-the-questions-you-need-to-ask-before-buying.html): Understand how AI support tools are priced and get the checklist of questions to ask vendors before committing to any purchase decision. (1,478 words) - [A guide to holiday forecasting for support teams](/content/blog/guide-to-holiday-forecasting-for-support-teams/index.html): The holidays are here again! We've put together a guide to support forecasting to help you navigate staffing during this time. (1,296 words) - [Investigating user behavior click by click](/content/blog/investigating-user-behavior-click-by-click/index.html): Uncover insights from 50,000 clicks in Assembled's new date picker. Learn how user behavior shapes UX improvements and enhances customer support. (1,055 words) - [How to connect Kustomer – Assembled](/content/support/hc/en-us/articles/12317657409037-how-to-connect-kustomer/index.html): Assembled integrates with the Kustomer contact platform allowing your ticket data to be forecasted and tracked in our system. This..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,029 words) - [How to Evaluate Your AI Proof of Concept | Assembled](/content/blog/how-to-think-about-the-proof-of-your-ai-proof-of-concept-poc.html): Learn how to design and evaluate an AI proof of concept for customer support, with a practical template and key success criteria from Assembled. (1,474 words) - [How Assembled uses Retool to build internal tools](/content/blog/how-assembled-uses-retool-to-build-internal-tools/index.html): Assembled uses Retool to build and run internal tools on top of our PostgreSQL database. Our two biggest apps: editing customer data and feature flagging. (903 words) - [Introducing light mode (and other usability improvements)](/content/blog/light-mode/index.html): We're excited to announce the launch of light mode on the Assembled platform, along with a wave of new usability improvements for all users. (439 words) - [Assembled + ServiceNow Integration for WFM | Assembled](/content/blog/introducing-assembleds-servicenow-integration/index.html): See why modern support teams on ServiceNow can now reap all the benefits of smarter workforce management with Assembled. (954 words) - [How to Roll Out an AI Copilot Your Team Will Use](/content/blog/how-to-roll-out-an-ai-copilot-your-support-team-will-actually-use.html): Drive adoption, build trust, and improve agent satisfaction with proven tactics for rolling out an AI copilot to your support team. (1,055 words) - [Assembled for Gorgias: WFM for eCommerce Support](/content/blog/introducing-assembled-for-gorgias-workforce-management-built-for-e-commerce-support-teams.html): Assembled integrates with Gorgias helpdesk, bringing modern workforce management and scheduling to global ecommerce support teams. Learn more. (1,021 words) - [Introducing Event Optimizations, aka magic scheduling](/content/blog/launching-event-optimizations/index.html): Assembled's event optimization tools help support teams plan for volume spikes, adjust schedules in real time, and avoid under- or overstaffing. (625 words) - [Setting up your Workday integration – Assembled](/content/support/hc/en-us/articles/5304634311949-setting-up-your-workday-integration/index.html): OverviewOur Workday integration syncs approved time off and leaves of absence from Workday → Assembled, improving schedule accuracy and..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (1,304 words) - [How to connect Zendesk Talk – Assembled](/content/support/hc/en-us/articles/15316058581773-how-to-connect-zendesk-talk/index.html): Zendesk Talk is a telephony platform that is mainly used for phone calls. More information about Zendesk Talk can be found here. In order..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (966 words) - [How We Learned to Love AI in Coding Interviews](/content/blog/how-we-learned-to-stop-worrying-and-love-the-ai-in-coding-interviews.html): If you're interested in a technical role at Assembled where we're building AI systems to transform customer support, check out our open positions. (932 words) - [Going from great to top 1% with AI automation](/content/blog/going-from-great-to-top-1-with-ai-automation/index.html): Transform your support with AI automation. Learn how Thrasio improved CSAT and efficiency by integrating Assembled Assist's human-like resolutions. (780 words) - [Introducing Knowledge Opportunities](/content/blog/knowledge-opportunities/index.html): Discover how to identify and act on knowledge gaps in your support team to improve AI performance, agent quality, and customer satisfaction. (630 words) - [Are Soft Skills More Critical for CX Teams with AI?](/content/blog/in-a-world-of-ai-and-disruption-are-soft-skills-even-more-important-for-cx-teams.html): We are in a transformative era for CX. The result? A sudden increased demand for training CX teams, especially around soft skills. (944 words) - [One platform for all — introducing BPO & WFM integrations](/content/blog/introducing-bpo-wfm-integrations/index.html): Assembled is thrilled to announce that we are the only workforce management platform to natively integrate with top BPOs and other WFM tools. (563 words) - [Introducing Klaus: QA Integration for Assembled Users](/content/blog/klaus-qa-integration-for-assembled/index.html): We’re excited to announce our integration with Klaus, an industry-leading quality assurance (QA) platform for customer support teams. (522 words) - [Scaling AI in Support Without Losing the Human Touch](/content/blog/how-support-leaders-are-scaling-ai-without-losing-the-human-touch.html): Support leaders share how they're scaling AI with empathy, data, and control — without sacrificing the human touch in customer expe (648 words) - [Omnichannel AI Agent for Chat, Voice & Email | Assembled](/content/blog/introducing-the-assist-omnichannel-ai-agent/index.html): Assembled's fully omnichannel AI agent is now available across chat, email, and voice — delivering consistent, automated support at scale. (555 words) - [How Our AI Chat Agent Resolves 70% of Customer Chats](/content/blog/how-our-ai-chat-agent-resolves-70-of-customer-chats-and-scales-support-with-confidence.html): Resolve 70% of customer chats with Assembled’s AI chat agent — built for fast, accurate support that scales across workflows, systems, and channels. (1,003 words) - [How to talk to your team about adherence](/content/blog/how-to-talk-to-your-team-about-adherence/index.html): Discover five practical tips to improve schedule adherence discussions, empowering your support team with transparency, ownership, and collaboration. (760 words) - [Connected apps – Assembled](/content/support/hc/en-us/categories/4471094466061-connected-apps/index.html): Integrate your existing platforms with Assembled., Get help with workforce management, BPO management, and AI agent support products from Assembled. (270 words) - [Introducing Data Connectors](/content/blog/introducing-data-connectors/index.html): Data connectors are a new, easy way to efficiently retrieve your company data that produces faster, more accurate responses from your AI agents across voice, chat, email, and Copilot. (671 words) - [UJET integration details – Assembled](/content/support/hc/en-us/articles/9790256657165/index.html): UJET is a telephony platform that is mainly used for phone calls. More information about UJET can be found here. Connecting UJET to..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (467 words) - [Introducing Assembled + Gladly Integration | WFM](/content/blog/introducing-gladly-the-newest-addition-to-the-assembled-integration-lineup.html): Enhance your support operations with Assembled's new Gladly integration. Automate scheduling, forecast needs, and access real-time insights for optimal service. (607 words) - [Get faster, more secure logins with SAML SSO for Assembled](/content/blog/get-faster-more-secure-logins-with-saml-sso-for-assembled.html): Enhance security and simplify logins with Assembled’s new SAML SSO. Get access for remote teams and multi-app management. (866 words) - [Introducing our new integration for UJET](/content/blog/introducing-our-new-integration-for-ujet/index.html): Introducing Assembled's integration for UJET — bringing workforce management scheduling and real-time visibility to UJET contact centers. (342 words) - [How we shipped GPT-5 support before lunch](/content/blog/how-we-shipped-gpt-5-support-before-lunch/index.html): A look at how Assembled shipped GPT-5 support within two hours of its release covering our eval pipeline, model-agnostic routing layer, and other investments. (572 words) - [The Gen AI hype is over — now comes the hard part](/content/blog/generative-ai-reality-check/index.html): Uncover the realities of generative AI in CX operations. Learn why real transformation requires strategic planning and investment in people and tech. (1,140 words) - [Zendesk unified agent statuses – Assembled](/content/support/hc/en-us/articles/20361573896973-zendesk-unified-agent-statuses/index.html): Assembled integrates with Zendesk's unified agent status feature allowing you to track agents' statuses in Assembled for adherence..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (512 words) - [How to connect Gladly – Assembled](/content/support/hc/en-us/articles/30204695207949-how-to-connect-gladly/index.html): Assembled integrates with the Gladly contact platform allowing your ticket data to be forecasted and tracked in our system. This article..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (851 words) - [Introducing our new Five9 integration](/content/blog/introducing-five9-integration/index.html): Introducing Assembled's integration for Five9 — bringing real-time workforce management and scheduling visibility to Five9 contact centers. (250 words) - [Using the Google Calendar → Assembled integration – Assembled](/content/support/hc/en-us/articles/4414677304845-using-the-google-calendar-assembled-integration.html): The Google Calendar ➡ Assembled integration allows you to sync events from Google Calendar into Assembled. Events will appear on agents'..., Get help with workforce management, BPO management, and AI agent support products from Assembled., Use Loom to record quick videos of your screen and cam. Explain anything clearly and easily – and skip the meeting. An essential tool for hybrid workplaces. (427 words) - [Giving our customers better metrics visibility](/content/blog/giving-our-customers-better-metrics-visibility/index.html): Assembled's updated metrics and reporting give support leaders clearer visibility into team performance, SLA health, and forecast accuracy. (627 words) - [How-to connect Zoom Contact Center (ZCC) – Assembled](/content/support/hc/en-us/articles/8670255427725-how-to-connect-zoom-contact-center-zcc.html): Overview If you use ZCC as your telephony platform, connecting ZCC directly to Assembled is the easiest way to ensure that you're pulling..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (184 words) - [New Onboarding Updates | Get Started with Assembled](/content/blog/get-a-head-start-in-assembled-with-our-latest-onboarding-updates.html): Get a head start with Assembled's latest onboarding updates — faster setup, better guided tours, and tools to help your team ramp quickly. (599 words) - [Setting Up the Dixa Integration – Assembled](/content/support/hc/en-us/articles/40710894248717-setting-up-the-dixa-integration/index.html): OverviewAssembled’s brand new integration with Dixa has been architected from the ground up to enable your support organization to..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (708 words) - [Using the Assembled App for Zendesk – Assembled](/content/support/hc/en-us/articles/4414692906893-using-the-assembled-app-for-zendesk/index.html): The Assembled App for Zendesk makes individual and team schedules directly visible in Zendesk!The Assembled app also helps agents stay on..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (478 words) - [Setting up your Hibob integration – Assembled](/content/support/hc/en-us/articles/5304439170829-setting-up-your-hibob-integration/index.html): This feature is available to any tier of Assembled.If you do not see this integration listed in the Integration directory, please reach..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (489 words) - [Receiving schedule notifications – Assembled](/content/support/hc/en-us/articles/4414677079949-receiving-schedule-notifications/index.html): Receiving schedule updates and notifications has never been easier through our integrations with Google Calendar and Slack or through our..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (232 words) - [How to Connect Talkdesk – Assembled](/content/support/hc/en-us/articles/7122776228621-how-to-talkdesk/index.html): Overview If you use Talkdesk as your telephony platform, connecting Talkdesk directly to Assembled is the easiest way to ensure that..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (216 words) - [Setting up Google Calendar keyword event mapping – Assembled](/content/support/hc/en-us/articles/4414677300749-setting-up-google-calendar-keyword-event-mapping.html): With Assembled, your team has the ability to sync Google Calendar meetings with Assembled events. This article will walk you through the..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (333 words) - [How to connect to Genesys Cloud – Assembled](/content/support/hc/en-us/articles/43588963707277-how-to-connect-to-genesys-cloud/index.html): OverviewAssembled integrates with Genesys Cloud to sync agent states, conversations, queues, and skills into your workforce management..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (407 words) - [Page not found - Assembled](/content/app/settings/style-guide/index.html) (11 words) - [Setting Up the Gorgias Integration – Assembled](/content/support/hc/en-us/articles/41864819502221-setting-up-the-gorgias-integration/index.html): OverviewAssembled’s brand new integration with Gorgias has been architected from the ground up to enable your support organization to..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (415 words) - [Switching from secondary Google Calendar to primary Google Calendar syncs and vice versa – Assembled](/content/support/hc/en-us/articles/4414692922893-switching-from-secondary-google-calendar-to-primary-google-calendar-syncs-and-vice-versa.html): Head over to Settings > Integrations. 2. Open the overflow menu, and click the Disable integration button. 3. As a precaution - we..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (76 words) - [Setting up the NICE inContact Integration – Assembled](/content/support/hc/en-us/articles/43276639026061-setting-up-the-incontact-integration.html): Assembled's integration with NICE InContact (CXOne) enables your support organization to effectively report, forecast, and build..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (385 words) - [How to connect MaestroQA – Assembled](/content/support/hc/en-us/articles/5156145391245-how-to-connect-maestroqa/index.html): QA integrations are available on our Pro and Enterprise tier. If you are interested in utilizing this integration but need a different..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (281 words) - [How-to connect UJET – Assembled](/content/support/hc/en-us/articles/4423967347597-how-to-connect-ujet/index.html): This article will walk you through out to connect Assembled to your UJET instance. Once they are connected, Assembled will start tracking..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (217 words) - [Using the Assembled → Google Calendar integration – Assembled](/content/support/hc/en-us/articles/4414692918541-using-the-assembled-google-calendar-integration.html): Our Google Calendar integration allows you to sync your Assembled schedule to your Google Calendar. This feature has two main components:..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (163 words) - [Integrating with Guru – Assembled](/content/support/hc/en-us/articles/21982681999885-integrating-with-guru/index.html): We support two types of integrations with Guru: Guru API integration (recommended): A realtime integration with Guru which will..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (346 words) - [Integrating with Confluence – Assembled](/content/support/hc/en-us/articles/35750663700109-integrating-with-confluence/index.html): Assembled AI can leverage your Confluence knowledge to help craft customer replies and automate support cases. Confluence Integration..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (305 words) - [Integrating with Helpjuice – Assembled](/content/support/hc/en-us/articles/35459148706061-integrating-with-helpjuice/index.html): Assembled AI can leverage your Helpjuice knowledge base to help craft customer replies and provide information at an agent’s..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (219 words) - [Integrating with Google Drive – Assembled](/content/support/hc/en-us/articles/21982462990093-integrating-with-google-drive/index.html): We have integrated Cal with Google Drive. This allows users to upload various types of documents that Cal can then read and utilize. The..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (153 words) - [How to connect Observe.AI – Assembled](/content/support/hc/en-us/articles/29650602620685-how-to-connect-observe-ai/index.html): QA integrations are available on our Pro and Enterprise tier. If you are interested in utilizing this integration but need a different..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (124 words) - [Integrating with Notion – Assembled](/content/support/hc/en-us/articles/21982294661645-integrating-with-notion/index.html): We've integrated Cal with Notion. This allows users to connect their Notion knowledge bases so Cal can read and utilize content directly..., Get help with workforce management, BPO management, and AI agent support products from Assembled. (127 words) - [Lance Conzett's Dream Job at Uber | Assembled](/content/season-1/lance-conzetts-dream-job-at-uber/index.html): Lance Conzett shares how he built his dream career in customer operations at Uber and what it takes to lead a global support org at scale. (6,991 words) - [Zendesk WFM Alternatives | Assembled](/content/page/zendesk-wfm-alternatives/index.html): Zendesk WFM works for small, Zendesk-only teams. Here's where it falls short and what a purpose-built WFM alternative looks like. (2,847 words) - [Workforce Management Call Center - Assembled](/content/page/workforce-management-call-center/index.html): Discover how Assembled's workforce management platform helps call centers track metrics, calculate staffing ratios, and optimize operations. (1,657 words) - [Zendesk AI agents: Setup, price, and alternatives](/content/page/zendesk-ai-agents/index.html): Discover Zendesk AI agents' features, pricing, and use cases in this comprehensive guide. 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(2,475 words) - [What is Special Event Forecasting?](/content/university/special-event-forecasting/index.html): Special Event Forecasting uses historical data to estimate what volume to expect during peak periods. Learn how to plan and prepare your team. (2,121 words) - [How do you evaluate WFM vendors?](/content/university/how-do-you-evaluate-wfm-vendors/index.html): We've put together the go-to guide for how to evaluate and choose a WFM software vendor — including key criteria, red flags, and questions to ask. (2,225 words) - [How to Diagnose & Fix SLA Problems | Assembled](/content/university/diagnosing-sla/index.html): Learn how to diagnose your missed service level agreement targets, find the root causes, and take action to hit more of them going forward. (2,213 words) - [What Is Schedule Adherence? | WFM Guide | Assembled](/content/university/what-is-schedule-adherence/index.html): Schedule adherence reflects the overlap between an agent's scheduled shift and when they actually work. Learn how to measure and improve it. (1,977 words) - [2026 AI chat agents buyer’s guide for customer support](/content/gated/chat-ai-buyers-guide/index.html): Compare the top AI chat agents for customer support in 2026. See pricing models, resolution depth, integrations, and what actually holds up in production. (87 words) - [Workforce Forecasting: Methods, Models & Best Practices](/content/page/workforce-forecasting/index.html): Workforce Forecasting with Assembled with examples of workforce planning, strategic workforce planning and answering what are the steps in workforce planning? 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(3,276 words) - [Forecasting for your support team](/content/university/understanding-forecasting-for-your-support-team/index.html): Forecasting means making informed predictions about support volume using available data. Learn the models, methods, and best practices for support teams. (1,808 words) - [AI Voice Agents Buyer’s Guide | Compare Customer Support Platforms | Assembled](/content/gated/voice-ai-buyer-guide/index.html): Discover the top AI voice agents for customer support with our comprehensive buyer's guide, featuring practical comparisons, quality assessments, and tailored advice for your team's needs. (80 words) - [The 2026 WFM buyer's guide: 11 platforms compared](/content/gated/the-2026-wfm-buyers-guide-11-platforms-compared/index.html): This buyer's guide compares 11 WFM platforms based on forecasting depth, omnichannel support, and how they hold up when you're managing BPO partners and AI agents alongside your human team. 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(68 words) - [Support Operations Forecast Template](/content/gated/support-operations-forecast-template/index.html): Download Assembled's free support forecast template — built to help WFM teams build accurate volume forecasts and plan staffing with confidence. (78 words) - [AI for Support RFP Template | Free Download | Assembled](/content/gated/ai-for-support-rfp-template/index.html): This RFP template simplifies the process of evaluating AI-powered support tools, focusing on the essential features that modern customer support teams need. (99 words) - [SWPP Agentic WFM Workshop](/content/gated/claude-skills-pack-swpp/index.html): Thanks for joining our session at SWPP 2026. Enter your email to get everything you'll need. (134 words) - [CMP Research Report: Real-Time Agent Assist and Copilot](/content/gated/cmp-research-report-real-time-agent-assist-and-copilot.html): Discover CMP Research’s top-rated agent assist solutions. Compare providers and investment insights to drive smarter customer contact and CX decisions. (111 words) - [BPO RFP Template: Free Download | Assembled](/content/gated/bpo-rfp-template/index.html): Download Assembled's free BPO RFP template, with vendor evaluation criteria, scoring rubrics, and questions every support ops team should ask. (109 words) - [Customer Support Benchmark Report 2026](/content/gated/customer-support-benchmark-report-2026/index.html): Discover key trends, strategies, and benchmarks that top customer support teams use to stay ahead of evolving customer expectations. (60 words) - [Assembled](/content/wfm-glossary-letters/c/index.html) (352 words) - [page/nice-workforce-management-review/index.html](/content/page/nice-workforce-management-review/index.html): Honest NICE WFM review covering CXone WFM and IEX WFM. Learn where NICE workforce management excels, where teams encounter friction, and what alternatives are worth evaluating. (2,706 words) - [CCW Market Study: Next-generation Omnichannel CX](/content/gated/ccw-market-study-omnichannel/index.html): Explore CX leader insights on omnichannel experiences, customer expectations, and trends shaping contact centers. Download the full market study today. (74 words) - [Customer Service Outsourcing in 2025: BPO Guide](/content/gated/customer-service-outsourcing-in-2025/index.html): Your complete guide to customer service outsourcing in 2025 — how to evaluate BPO vendors, manage performance, and scale support smartly. (61 words) - [Call Center Voice AI: Transforming Support Operations](/content/page/call-center-voice-ai/index.html): Learn how call center voice AI enhances customer interactions and improves operational workflows. Discover the benefits of AI tools for scaling support. (2,748 words) - [Capacity planner template | Assembled](/content/gated/capacity-planner-template/index.html): Download Assembled's free capacity planner template. Built to help support ops teams forecast demand and plan headcount across channels. (44 words) - [Top 9 KPIs to measure call center productivity](/content/page/top-9-kpis-to-measure-call-center-productivity/index.html): Call center metrics reflect the productivity and performance of customer support teams and are a critical aspect of delivering high-quality service. (1,686 words) - [How to Evaluate WFM Vendors: A Buyer's Guide | Assembled](/content/gated/how-to-evaluate-wfm-vendors/index.html): Modern WFM tools can increase agent productivity by 25% or more. Ready to find the right tool for the job? Evaluate WFM vendors with this 6-step guide. (55 words) - [Assembled](/content/wfm-glossary-letters/v/index.html) (61 words) - [Intelligent Virtual Assistant Guide 2026 | Assembled](/content/page/page-intelligent-virtual-assistant/index.html): Intelligent virtual assistant guide for 2026: what IVAs are, how they work, and why they resolve issues better than chatbots. (2,456 words) - [Assembled](/content/wfm-glossary-letters/e/index.html) (62 words) - [2026 AI agent copilot buyer’s guide for customer support](/content/gated/agent-copilot-buyers-guide/index.html): Compare the top AI agent copilots for customer support in 2026. See pricing, setup effort, workflow depth, and which tools actually reduce agent burden. (105 words) - [Assembled](/content/wfm-glossary-letters/t/index.html) (91 words) - [Assembled | Key CX Metrics to Track](/content/gated/9-key-cx-metrics-to-track/index.html): Download Assembled's guide to the key CX metrics every support team should track — from CSAT and AHT to SLA attainment and schedule adherence. (58 words) - [Assembled](/content/wfm-glossary-letters/p/index.html) (102 words) - [wfm-glossary/volume-forecast/index.html](/content/wfm-glossary/volume-forecast/index.html): Learn about volume forecasting, the process of predicting support contact volumes. Discover techniques for improving accuracy and managing workload effectively. (109 words) - [How these 10 companies are using AI for customer service](/content/page/companies-using-ai-for-customer-service/index.html): See how companies are leveraging AI beyond chatbots to transform customer service and achieve results like $1.8 million in cost savings. (2,990 words) - [What Is Capacity Planning in WFM? | Assembled](/content/university/capacity-planning-for-workforce-management/index.html): Capacity Planning is a powerful tool to help optimize your medium to long-term staffing plans. Learn how to apply it to your support team. (1,923 words) - [Assembled](/content/wfm-glossary-letters/o/index.html) (52 words) - [Assembled](/content/wfm-glossary-letters/q/index.html) (92 words) - [Assembled](/content/wfm-glossary-letters/w/index.html) (42 words) - [Assembled](/content/wfm-glossary-letters/r/index.html) (63 words) - [Assembled](/content/wfm-glossary-letters/n/index.html) (23 words) - [Assembled](/content/wfm-glossary-letters/f/index.html) (93 words) - [Assembled](/content/wfm-glossary-letters/u/index.html) (30 words) - [Assembled](/content/wfm-glossary-letters/m/index.html) (16 words) - [Assembled](/content/wfm-glossary-letters/i/index.html) (52 words) - [wfm-glossary/net-promotor-score-nps/index.html](/content/wfm-glossary/net-promotor-score-nps/index.html): Net Promoter Score (NPS) is a survey-based metric that asks customers to rate their likelihood of recommending a company's products or services to others on a scale of 0 to 10. (62 words) - [Assembled](/content/wfm-glossary-letters/b/index.html) (81 words) - [wfm-glossary/workforce-management/index.html](/content/wfm-glossary/workforce-management/index.html): The forecasting, staffing, scheduling and metrics involved in helping your team meet its service goals reliably and efficiently. (59 words) - [wfm-glossary/workforce-engagement-management/index.html](/content/wfm-glossary/workforce-engagement-management/index.html): Workforce engagement management involves various practices and initiatives aimed at promoting a positive work environment, enhancing employee engagement, and optimizing workforce performance. (61 words) - [Conversational AI for customer service: Benefits and tips](/content/page/conversational-ai-customer-service/index.html): What is conversational AI and how can it improve customer experiences? Your full guide to boosting customer service with conversational AI. (2,955 words) - [wfm-glossary/multichannel-contact-center/index.html](/content/wfm-glossary/multichannel-contact-center/index.html): Discover the benefits of a multichannel contact center and how to provide seamless customer support across phone, email, chat, social media, and more. (112 words) - [Assembled](/content/wfm-glossary-letters/d/index.html) (50 words) - [What Is Real-Time Management? | WFM Guide | Assembled](/content/university/real-time-management/index.html): Real-time Management is a way to get an up-to-the-minute grasp of what's happening on your support team. Learn how to act on those insights. (1,497 words) - [wfm-glossary/full-time-equivalent-fte/index.html](/content/wfm-glossary/full-time-equivalent-fte/index.html): Full-time equivalent (FTE) is the number of hours needed to handle case volume, expressed in units of full-time work weeks (usually 40-hour increments). (45 words) - [wfm-glossary/volumes/index.html](/content/wfm-glossary/volumes/index.html): The support contacts expected to be handled by a customer support team. These can be subdivided by the channel through which they're received—e.g. email, chat, phone, SMS. (28 words) - [wfm-glossary/skills/index.html](/content/wfm-glossary/skills/index.html): Skills are a filter that can be used to reflect a specific type of proficiency that is useful for particular cases or customers. If people on your team have specializations, you can indicate that with Skills.‍ (37 words) - [wfm-glossary/rotating-shift-pattern/index.html](/content/wfm-glossary/rotating-shift-pattern/index.html): A rotating shift pattern is a scheduling system where agents alternate between different shifts, such as morning, evening, and night shifts, over a specified period, like weekly or monthly. (200 words) - [The full guide to contact center technologies](/content/page/contact-center-technology/index.html): In-depth guide to contact center technologies. Learn about the contact center technology trends and how to select the right vendor. (2,597 words) - [Workforce Management App - Assembled](/content/page/workforce-management-app/index.html): Workforce Management App, Assembled, is for Enterprise Workforce Management Software, Workforce Management Software and Workforce Management Call Center. (1,738 words) - [wfm-glossary/staffing-timeline/index.html](/content/wfm-glossary/staffing-timeline/index.html): The Staffing Timeline is where you can view your forecasting and staffing requirements and view or create your team's schedule. (22 words) - [wfm-glossary/utilization-rate/index.html](/content/wfm-glossary/utilization-rate/index.html): The amount of time that an agent is either productive (e.g. occupied) or available to handle incoming contacts as a proportion of their total paid hours. (48 words) - [wfm-glossary/time-off-events/index.html](/content/wfm-glossary/time-off-events/index.html): These events are the blocks of time used when someone submits a Time-off request. When doing so, an agent can choose a specific event to associate with the Time-off request. (32 words) - [wfm-glossary/speech-analytics/index.html](/content/wfm-glossary/speech-analytics/index.html): Speech analytics helps organizations understand customer sentiments, identify trends, uncover root causes of issues, and measure agent performance. (67 words) - [wfm-glossary/business-process-outsourcing-bpo/index.html](/content/wfm-glossary/business-process-outsourcing-bpo/index.html): BPO in customer support refers to the practice of outsourcing specific customer service functions or processes to third-party service providers. (344 words) - [wfm-glossary/templates/index.html](/content/wfm-glossary/templates/index.html): Templates allow you to save a schedule and apply it again for a later time period. You save a Template for your entire Team or for specific people based on the Filters and Channels you've set. (37 words) - [wfm-glossary/teams/index.html](/content/wfm-glossary/teams/index.html): Teams are a filter used to indicate which agents are a part of which team. This is fully customizable and should reflect however your team views itself, e.g. "Jessica's Team" or "Tier 2 Team."‍ (35 words) - [wfm-glossary/southern-swing-shift-schedule/index.html](/content/wfm-glossary/southern-swing-shift-schedule/index.html): Learn about the Southern swing shift schedule, which alternates day and night shifts. Explore its benefits for 24/7 operations and maintaining work-life balance. (70 words) - [What is Intraday Schedule Management?](/content/university/intraday-schedule-management/index.html): Intraday Schedule Management is about understanding your support team's current state to optimize staffing in real time and plan for the future. (1,541 words) - [wfm-glossary/schedule-efficiency/index.html](/content/wfm-glossary/schedule-efficiency/index.html): The degree to which your scheduled staff aligns to a given interval's projected requirement. This can be expressed as a percentage of alignment in absolute value. (75 words) - [wfm-glossary/shrinkage/index.html](/content/wfm-glossary/shrinkage/index.html): The reduction in productivity associated with managing a real-life workforce instead of theoretical FTEs. (52 words) - [Service Level Definition for Support Teams | Assembled](/content/wfm-glossary/service-level/index.html): Your team’s stated objective for the amount of time until your first response to a customer. Also referred to as service level agreement (SLA). (63 words) - [wfm-glossary/staffable/index.html](/content/wfm-glossary/staffable/index.html): If a person is Staffable in Assembled, this indicates that they can be scheduled on the staffing timeline. (19 words) - [wfm-glossary/schedule-conformance/index.html](/content/wfm-glossary/schedule-conformance/index.html): Schedule conformance is amount of agent time actually spent working as a proportion of their total time scheduled to work, regardless of their adherence. (78 words) - [wfm-glossary/queue/index.html](/content/wfm-glossary/queue/index.html): Queues are a Filter that can be used to segment a Channel's volume and map specific tickets within your integrated platform. This allows for more granular forecasting. (47 words) - [wfm-glossary/sites/index.html](/content/wfm-glossary/sites/index.html): Sites are a filter typically used to reflect physical location, such as APAC, EMEA, New York, or San Francisco.‍ (20 words) - [wfm-glossary/forecast-accuracy/index.html](/content/wfm-glossary/forecast-accuracy/index.html): ‍Forecast Accuracy is the degree to which your prediction of support volume reflects the reality of observed support volume. (153 words) - [wfm-glossary/line-adherence/index.html](/content/wfm-glossary/line-adherence/index.html): Learn about line adherence, which measures the proportion of productive hours worked compared to the required staffing levels in a given interval. (71 words) - [wfm-glossary/erlang-formulas/index.html](/content/wfm-glossary/erlang-formulas/index.html): Erlang formulas are a set of industry-standard formulas which allow you to model the relationship between staffing, call volume, and response time. (306 words) - [How to Reduce Average Handling Time (AHT): 8 Proven Tips](/content/page/improve-aht/index.html): How do you improve your average handle time? Learn everything you need to know about AHT and how to improve customer satisfaction. (1,772 words) - [wfm-glossary/quality-management/index.html](/content/wfm-glossary/quality-management/index.html): Quality Management involves the systematic oversight and improvement of processes, procedures, and interactions to ensure that customer support services meet or exceed predefined quality standards. (84 words) - [wfm-glossary/productive-events/index.html](/content/wfm-glossary/productive-events/index.html): Productive Events are blocks of time associated with a Channel that impact your staffing requirements. (17 words) - [First Contact Resolution: Definition & Guide | Assembled](/content/wfm-glossary/first-contact-resolution/index.html): First contact resolution is the percentage of issues handled completely in the initial contact where a customer does not need additional assistance. (59 words) - [Fin AI Review 2026: What Support Leaders Need to Know](/content/page/fin-ai/index.html): Considering Fin AI? This 2026 review breaks down performance, cost, and operational fit for modern customer support teams. (2,122 words) - [wfm-glossary/omnichannel-contact-center/index.html](/content/wfm-glossary/omnichannel-contact-center/index.html): An omnichannel contact center integrates various communication channels, such as phone, email, chat, social media, and text messaging, to provide a cohesive customer experience. (46 words) - [wfm-glossary/occupancy-rate/index.html](/content/wfm-glossary/occupancy-rate/index.html): ‍Occupancy Rate is the proportion of time that an agent is actively working with a customer contact. (70 words) - [wfm-glossary/contact-center-scorecard/index.html](/content/wfm-glossary/contact-center-scorecard/index.html): A contact center scorecard is a performance measurement tool used to assess and evaluate the effectiveness, efficiency, and quality of operations within a contact center environment. (345 words) - [wfm-glossary/panama-shift-schedule/index.html](/content/wfm-glossary/panama-shift-schedule/index.html): Learn about the Panama shift schedule, a 12-hour rotating shift system. Discover how it enhances flexibility and supports round-the-clock operations. (61 words) - [wfm-glossary/realtime/index.html](/content/wfm-glossary/realtime/index.html): Realtime Overview is a live-updating dashboard that gives you insight into your current volume, SLAs, what your team is currently doing and whether they are in or out of adherence. (31 words) - [wfm-glossary/people/index.html](/content/wfm-glossary/people/index.html): People in Assembled indicate your team that can log into the platform. People were previously known as agents and/or users. (21 words) - [wfm-glossary/pitman-shift-schedule/index.html](/content/wfm-glossary/pitman-shift-schedule/index.html): Learn about the Pitman shift schedule, a unique work pattern combining 8- and 12-hour shifts for continuous operations. Discover its benefits for employee well-being. (75 words) - [Intraday Scheduling Definition & Best Practices | Assembled](/content/wfm-glossary/intraday-scheduling/index.html): Intraday scheduling is the practice of adjusting staffing in real time to match actual support demand. Learn how it works and why it matters. (102 words) - [wfm-glossary/intraday-management/index.html](/content/wfm-glossary/intraday-management/index.html): Explore intraday management and its impact on real-time operational efficiency. Learn how to dynamically manage staffing to handle fluctuating contact volumes effectively. (109 words) - [Support Operations Guide: Optimize Your Workforce](/content/page/support-operations-guide/index.html): Support operations enable customer support teams to deliver efficient, effective, and high-quality service. Here’s how to improve yours for better CX. (1,943 words) - [How do you use Erlang C to plan staffing?](/content/university/how-do-i-use-erlang-c-to-plan-staffing/index.html): Erlang C is the powerful equation that unravels the mystery of staffing needs. Learn the history, formula, and how support teams use it. (1,014 words) - [Generative AI in Customer Service: Use Cases & Benefits](/content/page/generative-ai-customer-service/index.html): See how generative AI elevates customer service. Explore strategies and tools to scale support, personalize interactions, and improve operational efficiency. (1,047 words) - [wfm-glossary/five-by-eight-schedule/index.html](/content/wfm-glossary/five-by-eight-schedule/index.html): Learn about the five-by-eight schedule: a common 40-hour workweek structure providing predictability and a stable work-life balance. Explore its key features. (93 words) - [wfm-glossary/interval/index.html](/content/wfm-glossary/interval/index.html): An interval is a period of time which is measured and treated independently for volume forecasting, staffing and analysis. (92 words) - [wfm-glossary/cost-per-case/index.html](/content/wfm-glossary/cost-per-case/index.html): Discover how cost per case helps in managing support costs. Learn to calculate fixed and variable expenses per support contact for better financial planning. (66 words) - [wfm-glossary/contact-center-forecasting/index.html](/content/wfm-glossary/contact-center-forecasting/index.html): Contact center forecasting is the process of predicting the volume of incoming customer interactions, such as phone calls, emails, chats, and other channels, that a contact center is likely to receive over a specific period of time. (273 words) - [Customer Service Automation: A Complete Guide](/content/page/customer-service-automation/index.html): Customer service automation uses technology to improve support processes, efficiency, and satisfaction. See tips for optimized workflows through automation. (2,460 words) - [wfm-glossary/contact-center/index.html](/content/wfm-glossary/contact-center/index.html): Contact centers are typically utilized by businesses and organizations to provide customer support, technical assistance, sales, marketing, and other services. (160 words) - [wfm-glossary/dupont-shift-schedule/index.html](/content/wfm-glossary/dupont-shift-schedule/index.html): Learn about the DuPont shift schedule, a rotating pattern with 12-hour shifts and significant time off. Ideal for maintaining a steady workforce in continuous operations. (97 words) - [wfm-glossary/filters/index.html](/content/wfm-glossary/filters/index.html): Filters are selective lists based on predetermined criteria. They allow you to change your view within the Staffing Timeline based on Channel, Team, Queue, Site, and Skill. (28 words) - [wfm-glossary/events/index.html](/content/wfm-glossary/events/index.html): Events are discrete blocks of time used to schedule your team. You can create three types of Events: Productive, Default, or Time-off. (23 words) - [Crafting the future of user experience at Assembled](/content/blog/ux-at-assembled/index.html): A behind-the-scenes look at how Assembled's UX team designs the workforce management platform — principles, process, and what great support UX looks like. (1,498 words) - [wfm-glossary/champion-challenger-model/index.html](/content/wfm-glossary/champion-challenger-model/index.html): The "champion challenger model" is a workforce management concept used to improve operational efficiency and performance within a call center or customer service environment. (269 words) - [CSAT: Definition, Scoring & Best Practices | Assembled](/content/wfm-glossary/csat/index.html): CSAT is the score customers leave after a support interaction. Learn how to measure, improve, and benchmark your CSAT for better CX outcomes. (50 words) - [wfm-glossary/customer-experience-analytics/index.html](/content/wfm-glossary/customer-experience-analytics/index.html): Customer experience analytics involves collecting, analyzing, and interpreting data from various customer touchpoints, such as surveys, social media, and support interactions, to gain insights. (43 words) - [wfm-glossary/default-events/index.html](/content/wfm-glossary/default-events/index.html): Default Event is an Event type that does not impact your staffing requirements. These are typically used for meetings, lunches, breaks, and project time. (26 words) - [How to Remove Outliers in Your Forecasting Model](/content/page/how-to-remove-outliers-in-your-forecasting-model/index.html): Learn how to remove or adjust outliers when forecasting support staffing in your WFM software, with step-by-step guidance from Assembled. (1,330 words) - [wfm-glossary/call-center-workforce-optimization/index.html](/content/wfm-glossary/call-center-workforce-optimization/index.html): Call center workforce optimization in customer support involves the strategic management and utilization of resources to maximize efficiency, productivity, and quality of service delivery. (119 words) - [Call center outsourcing: Your in-depth guide](/content/page/call-center-outsourcing/index.html): What is call center outsourcing? 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(8,673 words) - [How Intercom Scales Support with Assembled WFM](/content/case-study/intercom/index.html): See how Intercom uses Assembled to orchestrate AI and human agents with smarter workforce management for scalable support. (866 words) - [BPO Vendor Management Platform | Assembled](/content/products/vendor-management/index.html): Assembled's vendor management platform helps support teams hit SLAs, manage BPO performance, and make staffing decisions with confidence. (548 words) - [How Poshmark Manages Support Scheduling | Assembled](/content/case-study/poshmark/index.html): Learn how Poshmark improved agent output by 15% using Assembled's real-time visibility and intelligent scheduling tools. (918 words) - [Assembled for Salesforce Service Cloud](/content/resources/assembled-for-salesforce/index.html): Explore how Assembled integrates with Salesforce Service Cloud to bring workforce management and scheduling directly into your existing workflow. (430 words) - [Real-time workforce management for support teams](/content/features/features-real-time-workforce-management/index.html): Find out how real-time workforce management makes it easier for support centers to staff appropriately and improve customer response times. Leading brands use Assembled's support operations platform to optimize omnichannel staffing, gain visibility into agent and BPO performance, and automate high-quality customer experiences. (547 words) - [The Assembled Podcast | Supportive](/content/podcast/season-one/index.html): Season 1 of the Assembled podcast features conversations with top customer support leaders on building and scaling world-class support teams. (398 words) - [Tour the product | Assembled Vendor Management](/content/explore-vendor-management-2/index.html): Tour the first and only solution to provide visibility into scheduling, billing, and performance for your entire BPO network. Assembled is a support operations platform that combines modern workforce management and AI-powered issue resolution to scale exceptional customer support., Explore our platform (33 words) - [Assembled for Intercom](/content/resources/assembled-for-intercom/index.html): Assembled is a support operations platform that combines modern workforce management and AI-powered issue resolution to scale exceptional customer support. Leading brands use Assembled to optimize omnichannel staffing, gain visibility into agent and BPO performance, and automate high-quality customer experiences. (239 words) - [How GoFundMe Maintains SLA Speed | Assembled](/content/case-study/gofundme/index.html): Discover how GoFundMe maintained SLA speed while growing 2× in volume, using Assembled's workforce management platform. (468 words) - [Tour the product | Assembled Vendor Management](/content/explore-vendor-management/index.html): Explore Assembled's vendor management tools — purpose-built to give support ops teams real visibility into BPO performance, billing, and SLAs. (40 words) - [Tour the product | Assembled AI Agents](/content/explore-ai-agents/index.html): Assembled AI agents resolve customer issues end-to-end across chat, email, and voice — so your human agents can focus on the moments that matter. (81 words) - [Assembled for Salesforce: Unlock Omni-Channel WFM](/content/blog/meet-assembled-for-salesforce/index.html): Unlock Salesforce's full potential with Assembled for seamless omnichannel support. Enhance workflows, forecast effectively, and boost team efficiency. (839 words) - [How Lulu and Georgia Scales Support | Assembled](/content/case-study/lulu-and-georgia/index.html): Learn how Lulu and Georgia reduced friction across their support operations using Assembled's intelligent automation and scheduling. (811 words) - [Tour the product | Assembled Workforce Management](/content/explore-wfm/index.html): Explore Assembled's workforce management platform — built to help support teams forecast smarter, schedule efficiently, and scale with confidence. (65 words) - [Tour the product | Assembled AI Agents](/content/explore-ai-agents-2/index.html): See how to guide agents to perfect replies, automate ticket resolution, and eliminate your support backlog with this quick self-guided demo. Assembled is a support operations platform that combines modern workforce management and AI-powered issue resolution to scale exceptional customer support., Explore our platform (42 words) - [Assembled ROI Calculator | Measure Your Savings](/content/roi-calculator/index.html): Use Assembled's ROI calculator to see how much your team could save in scheduling hours, overstaffing costs, and agent productivity gains. (170 words) - [Erlang Calculator to Improve Call Center Staffing](/content/erlang-c-calculator/index.html): Use Assembled's free Erlang C calculator to estimate how many agents you need to hit your SLA targets based on call volume and AHT. (100 words) - [Responsible disclosure | Assembled](/content/responsible-disclosure/index.html): Read Assembled's Responsible Disclosure policy for reporting security vulnerabilities in our workforce management and AI support platform. (491 words) - [Tour the product | Assembled Workforce Management](/content/explore-wfm-2/index.html): See how Assembled Workforce Management optimizes staffing, forecasting, and reporting with this quick, self-guided demo. Assembled is a support operations platform that combines modern workforce management and AI-powered issue resolution to scale exceptional customer support., Explore our platform (32 words) - [WFM 101: Workforce Management Education | Assembled](/content/university/index.html): Assembled's WFM 101 is the definitive guide to modern workforce management, created by an actual workforce manager for support teams of every size. (348 words) ## About Pages - [About Assembled | Our Mission & Support Platform](/content/about/index.html): Learn about Assembled's mission to build the support platform of the future — our team, values, investors, and the story behind the company. (295 words) ## Resources - [Full Page Index](/index.html): Browse all cached pages with rich metadata - [About This Cache](/content/about.html): Methodology, technical details, and usage guidelines - [XML Sitemap](/sitemap.xml): Machine-readable sitemap for crawler discovery - [Robots.txt](/robots.txt): Crawler directives