Attributes allow you to view the staffing timeline, forecasting, and reporting with more granularity. They also help you keep your agents organized.
Keep in mind: Attributes only filter the agents displayed and do not filter staffing needs. There is one exception to this rule: If you have manually uploaded requirements at the site level, staffing needs per site will be reflected in Assembled. Assembled does not provide any allocation of staffing needs or required staffing by site automatically.
Types of attributes
There are three types of attributes: sites, teams, and skills.
Sites:
- Agents can only be part of one site.
- Sites are typically used to indicate the different regions, countries, or cities where agents are located.
Teams:
- Agents can be part of multiple teams.
- Teams are typically used to distinguish different working groups and reporting structures.
Skills:
- Agents can have multiple skills.
- Skills are typically used to show what an agent is best suited to work on (for example, you might add a skill for Spanish speakers so they can be assigned to Spanish-language queues)
Creating a new attribute
- Open the Configure menu, then select Attributes.
- You can create any type of attribute from here. First, let's create a site! Select the Sites tab to get started.
- Select the Add new button.
- This will open up the Add attribute window, where you pick Site and enter a Name for your new site.
- Option to select a parent site (Parent). Sites also have a BPO site toggle and Business hours (time zone and open hours per day).
- Select Save to save.
Editing and deleting attributes
- From the Attributes page, select the tab you need.
- Click on the row of the attribute you want to edit to open its Edit window, then select Save changes, or the delete button at the bottom left (for example Delete site).
To delete one or more attributes at once, tick their checkboxes and select Delete in the selection bar.
- If you choose to delete, a pop-up window will tell you how many agents are affected. Select Delete filter to proceed.
Adding attributes to users
To assign users to Sites, Teams, and Skills, you'll add the attributes to their profile. Learn how to edit a user.
Where to use attributes
You can filter by attributes in most pages in Assembled. Select Add filter to choose what you'd like to see.
Here's an example from the Staffing timeline page: