About Assembled

Use Assembled to run your support operation in one place, across your in-house team, your BPOs, and your AI agents. Its products are built around two areas: workforce management (WFM), which makes sure the right people are working at the right times, and AI, which resolves customer cases with AI agents and helps your support team with Copilot.

Workforce management

Use workforce management to staff your team for the work that’s coming, and to keep each day on track. With it, you can:

• Forecast how many cases or contacts each channel and queue will get, and see how many people you need in each interval to meet your service level. See Manage forecasts.
• Build schedules automatically with schedule generation or from templates, and fill gaps on the Staffing timeline, which shows your schedule and required staffing side by side.
• Give your support team flexibility within rules you set: they can request time off, swap shifts, and pick up extra work or voluntary time off. See Time off rules and Shift swaps.
• Watch volume, service level, and adherence as they happen on the Real-time overview, and get alerted when a real-time threshold is crossed. See Notifications.
• With BPO management, share staffing requirements with your BPOs, sync their schedules, and check their billing. See BPO planning.
• Compare what you forecast with what happened, and review team and individual performance, so your next plan is better. See Forecasted vs actual.

If you plan or manage the team, start on Schedule > Staffing timeline. Support team members use Assembled to check their schedule, ask for time off and schedule changes, and see their own scores, as the sections below explain.

AI agents and Copilot

Use AI agents to resolve customer cases without a person, and Copilot to help support team members with the cases that reach them. With them, you can:

• Resolve cases automatically in chat, email, and voice with the chat agent, email agent, and voice agent, which answer from your knowledge base in your brand’s voice.
• Handle multi-step requests, such as returns or account changes, with workflows that connect to your business systems. See Building workflows.
• Hand cases that need a person to your team, with a summary and the details the AI agent collected.
• Help your support team with Copilot, which drafts replies, surfaces knowledge and customer data, translates conversations, and writes wrap-up notes.
• Review AI conversations, test changes before they go live, and find gaps in your knowledge. See Quality review and Knowledge opportunities.

You set up AI agents and Copilot in the AI support menu, and test and review them in AI quality. Our team works with you through setup. To get started, see AI agents and Copilot.

How workforce management and AI work together

You can use workforce management, AI agents, and Copilot on their own or together. When you use them together, you manage your support team and your AI agents from the same Assembled account:

• AI agents hand the cases that need a person to your support team, and workforce management plans that team’s schedule. To see how the cases AI agents resolve change the number of people you need, apply your expected automation rate to your forecast. See Model a what-if scenario.
• The Report menu covers both: reports on your team, such as Team performance, sit alongside reports on your AI, such as AI agent performance.
• The Copilot impact report connects each support team member’s Copilot usage to their performance, such as handle time, and team members can see their own Copilot usage on their scorecard.

Find your way around

The left navigation groups pages by job. Which menus you see depends on your role and on what your company uses.

To jump to any page, press Cmd + K on a Mac or Ctrl + K on Windows, and search for it by name.

Get your account

When your company adds you to Assembled, you get an email invite from your manager or admin. Select the link in the email and set a password, then sign in. For the steps, and for signing in with Google, Okta, or SAML SSO, see Sign in.

Once you’re in, check your name and other details in Configure > My settings.

Find your schedule

Go to My Assembled. If it opens a menu, select My schedule.

If you’re new to Assembled, your schedule may be empty until your team schedules you. To see another day, week, or month, choose Day, Week, or Month at the top of the page and move through the dates. For more, see My schedule.

Change your schedule

Depending on your role and your team’s process, you can edit your own schedule, or ask for a change: request time off, request changes to a shift, or swap a shift with a teammate. You start each of these from My Assembled, and My schedule explains which buttons to use.

Find your scores

Your scorecard shows your performance metrics, such as adherence and cases solved. To open it, go to My Assembled and select My scorecard, or go to Report > My scorecard. If My Assembled opens a menu, select Scores.

Which metrics you see depends on how your company has set up Assembled. If you can’t open your scorecard, your role needs Agent scorecard set to View own scorecard; your manager or admin can change it. For details, see My scorecard.

Change your settings

To change your password, color scheme, time zone, or default filters, go to Configure > My settings. See My settings.