Admin, Manager, or Team Lead role, depending on the task
- View and edit schedule layers
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Admin, Manager, or Team Lead role
Or a custom role with Edit schedules set to Can edit all agents' schedules or Can edit schedules with custom permissions - Fill gaps on the Staffing timeline
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Admin or Manager role
Or a custom role with Publish schedules set to Can publish schedules - Fill gaps in a template
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Admin or Manager role
Or a custom role with Manage templates set to Can create, edit, and delete templates - Change an event type's classification
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Admin role
Or a custom role with Configure event types set to Can configure event types on the Configure tab
Admins set roles and permissions in Manage team > Roles and permissions.
Use schedule layers to change schedules quickly without leaving gaps. Each agent’s schedule is built from layers stacked on top of each other, so when you move or delete a meeting, break, or time off, the productive time underneath shows through.
To see an agent’s layers, go to Schedule > Staffing timeline.
How schedule layers work
Each agent’s schedule has three layers. An event in a higher layer covers the events below it.
| Layer | What’s in it | What happens when you move or delete an event |
|---|---|---|
| Time off (top) | Time off events | The events underneath remain. |
| Default or Auxiliary time (middle) | Events that take priority over productive time, such as meetings, lunches, and breaks | The productive time underneath fills the gap. |
| Productive time (bottom) | The agent’s productive work, such as phone or email time | The agent’s schedule falls back to this layer whenever other events move. |
Your company’s setup decides whether the middle layer is called Default or Auxiliary time.
What you see on the Staffing timeline is the flattened schedule: the top event at each moment. That flattened schedule is what counts everywhere else in Assembled.
How layers affect metrics, syncs, and integrations
Metrics and adherence
Metrics, including adherence, use the flattened schedule. If part of a productive event is covered by an event in a higher layer, such as time off, that part isn’t counted as productive time.
For example: an agent has 8 hours of phone time with a 1-hour lunch on top. Assembled counts 7 productive hours and 1 hour of lunch, not 8 hours of phone time.
Google Calendar sync
The flattened schedule is what syncs from Assembled to Google Calendar, so there are no overlapping Assembled events in Google Calendar.
Events from other sources
Events created in Assembled from other sources, such as the API, an HR integration, or a BPO integration, go into the layer set by their event type’s classification. To change it, see Change which layer an event type is in.
The Assembled API
If your integration reads schedules with the GET /activities endpoint, check how it handles events in different layers. For details, see the Assembled API documentation.
View an agent’s layers
- Go to Schedule > Staffing timeline.
- Select the caret to the left of the agent’s name (View schedule layers). Their schedule expands into Time off, Default (or Auxiliary time), and Productive time rows.
- Change or add events in any layer, then select Save.
For example, if you delete a time off event in the expanded view, the shift underneath is still there, with no gaps.
To collapse the layers again, select the caret again (Hide schedule layers).
Change which layer an event type is in
An event’s layer comes from its event type’s classification.
Important: Changing an event type’s classification can change more than its layer. It can also change whether the event type counts toward productive adherence, and whether people can request it as time off. Check how the event type is used before you change it.
- Go to Configure > Event types.
- Select the event type to edit it.
- Under Classification, choose Time off, Default (or Auxiliary), or Productive.
- Select Save event type.
Events of that type move to the new layer. For more about classifications, see Event types.
Fill gaps in the productive layer
If an agent’s productive events stop where their breaks and lunches start, there are gaps in the productive layer. Moving or deleting one of those breaks or lunches then leaves a gap instead of productive time.
Fill gaps extends the productive events under those breaks and lunches so the productive layer is continuous. You can fill gaps for one agent, for everyone shown on the Staffing timeline, or in a template. Each time, you can preview the filled events and change them before you select Save.
Fill gaps for one agent
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On the Staffing timeline, select the three-dots icon next to the agent’s name.
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Select Fill gaps.
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Review the filled events, then select Save.
Fill gaps for everyone on the Staffing timeline
This fills gaps for every agent shown, so filter the Staffing timeline first if you only want some of them.
- In the toolbar, select Fill gaps (its tooltip reads Fill gaps in productive layer), to the left of Metrics.
- In Fill gaps in productive layer, select Fill gaps in productive layer to confirm.
- Review the filled events, then select Save.
Fill gaps in a template
- Go to Schedule > Templates and open the template.
- Select Fill gaps next to Search template agents.
- Review the filled events, then save the template.