Agents: Agents are the people within your organization for whom you are creating a schedule. They do not need to be a User in Assembled to be an Agent.
Agent States: Agent States are the possible states an Agent can be in; they include: logged in, away, or on-call. Agent States are taken from your connected support platform. Agent States are used to determine an Agent's adherence in the Realtime Overview.
Channels: Channels are the means by which your team interacts with and supports your customers. These include: Email, Chat, SMS, Phone, and Social.
Events: Events are discrete blocks of time used to schedule your team. You can create three types of Events: Productive, Non-productive, or Time-off.
Filters: Filters are selective lists based on pre-determined criteria. They allow you to change your view within the Staffing Timeline based on Channel, Team, Queue, Site, and Skill.
Non-productive Events: A Non-productive Events is an Event type which does not impact your staffing requirements. These are typically used for meetings, lunches, breaks, and project time. When creating a Non-productive Event, it will be indicated by the "default" Event type.
Productive Events: Productive Events are blocks of time associated with a Channel that impact your staffing requirements.
Queues: 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. VIP support or Standard Support are common Queues as they may each have different forecasts and SLAs to follow.
Realtime: 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.
Sites: Sites are a Filter typically used to reflect physical location, such as APAC, EMEA, New York, or San Francisco.
Skills: 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.
Staffing Timeline: The Staffing Timeline is where you can view your forecasting and staffing requirements and view or create your team's schedule.
Teams: 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."
Templates: 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.
Time-off Events: 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.
Users: Users are the people who can log into and access the Assembled Platform.
Check out our Essential Workforce Management Glossary to explore the 25 must-know terms and concepts of Workforce Management 🙂