Staffing timeline view options – Assembled

Admin, Manager, Team Lead, or Standard role

Change how the Staffing timeline looks: Admin, Manager, Team Lead, or Standard role
Or a custom role with View schedules set to Can view all agents' schedules

Admins set roles and permissions in Manage team > Roles and permissions.

Use the Staffing timeline’s view options to see the schedule the way you need it: the right dates, the right people, and the details that help you schedule, such as extra columns and metric rows. None of these options change the schedule itself.

To find them, go to Schedule > Staffing timeline. The date and zoom controls are in the toolbar above the schedule, and the search, filter, and display controls are in the filter bar just below it.

The Staffing timeline filtered to one team, with the date selector open on a November calendar. Numbered markers show the date selector (1), Today (2), the left and right arrows (3), and the Zoom out, Zoom in, and full screen buttons (4)

#	Item	What it’s for
1	Date selector	Choose the dates to show. See Change the date range.
2	Today	Jump to today or another preset date range.
3	Left and right arrows	Move back or forward by the length of the range you’re viewing.
4	Zoom out, Zoom in, full screen	Change how much of the schedule fits on screen. See Zoom in or out.

The toolbar also has Metrics, Templates, Add recurring event, and Schedule assistant. For what those do, see Staffing timeline.

How view options work

View options change what you see, not the schedule or anyone else’s view. Extra columns, metric rows, and the Settings options are saved for you.
The date range and filters are part of the page link, so you can bookmark or share a view.
If you view more than 7 days with more than 10 agents, the schedule is locked for editing and a lock icon appears next to the date selector. Filter to 10 or fewer agents to edit schedules across a longer range.

Change the date range

Select the date selector in the toolbar.
Choose the start and end dates, or use Today to jump to a preset range.
To move by the same length of time, select the left or right arrow.

In Day view, each column is one interval. In Week view, each column is one day. To switch quickly, press D for Day view or W for Week view. For more shortcuts, see Staffing timeline keyboard shortcuts.

Zoom in or out

Select Zoom in or Zoom out to change how wide each interval is, or select the full screen button to hide the rest of Assembled. Zooming out helps when you’re viewing a week or more.

Customize what each row shows

Add time zones

The schedule always shows your own time zone, which comes from Configure > My settings > Preferences. To show other time zones alongside it:

Select the clock icon next to the time zone rows to open Edit time zones.
Choose a time zone from the list. Repeat to add more.

The Edit time zones menu open next to the time zone rows on the Staffing timeline, listing the default America/Los Angeles time zone, an added Canada/Pacific time zone, and a Select a time zone list. A numbered marker shows the clock icon (1)

To change your own time zone, select the pencil icon next to it, which opens My settings.

Add extra columns

Extra columns add context next to each agent’s name, such as their team or how many productive hours they’re scheduled for. They only change what’s displayed.

In the toolbar, select Customize columns (the split-square icon to the left of Metrics). Customize extra columns opens.
Under Left side or Right side, select Add left column or Add right column.
Enter a Column title, and choose a Column type.
If you chose Hours spent on event(s), choose the Event types to count.
Select Save.

To remove a column, select Remove column (the x next to it) and select Save.

The Customize extra columns dialog with Column title and Column type fields for the left and right sides

Column type	What it shows
Agent channels, Agent queues, Agent role, Agent site, Agent teams, Agent skills, Agent timezone	That detail from the agent’s profile.
Hours spent on event(s)	Hours scheduled for the event types you choose.
Hours spent on all events	Total scheduled hours.
Hours spent on productive events	Hours scheduled for productive event types. Useful for checking that everyone has the same number of productive hours.
Hours spent on non-productive events	Hours scheduled for non-productive event types.

Hours columns total the dates you’re viewing, so in Week view they show the week’s total for each agent.

Week view of the Staffing timeline with a Productive Hours column showing each agent’s weekly total

Choose metric rows

Select Metrics in the toolbar to add or remove the rows shown above the schedule. Rows are grouped under Standard metrics, Channel level metrics (when no channel is selected), and Supplemental metrics (if your company has uploaded requirements).

The Metrics menu open on the Staffing timeline, listing standard metrics such as Forecasted volume, Forecasted SLA, Distinct agents, and the checked Scheduled staffing, Required staffing, and Net staffing

Metric	What it shows for each interval
Forecasted volume	The forecasted support volume.
Forecasted SLA	The service level your forecast expects.
Distinct agents	How many people are scheduled at any point in the interval. Someone scheduled from 10:00 to 10:30 counts as 1 in a 10:00–11:00 interval.
Scheduled staffing	How many people are scheduled, counting how much of the interval they cover. The same person counts as 0.5.
Required staffing	How many people you need, based on your forecast.
Net staffing	Scheduled staffing minus required staffing.
Scheduled hours, Required hours, Net hours	The same comparison in hours.

To hide all metric rows at once, select Hide metrics in the filter bar. For how these numbers are calculated, see Staffing timeline.

Change event display settings

Select Settings (the three-dots icon at the end of the filter bar) to change how events appear. Each option is on or off.

The Settings menu open on the Staffing timeline under Event settings, showing Show mouse line, Show event times, Hide unscheduled agents, and Hide event sources

Option	What it does
Show mouse line	Shows a dotted line at your pointer, with the exact time it’s at.
Show event times	Shows each event’s start time and length inside the event, if it fits. The times update as you drag.
Hide unscheduled agents	Shows only agents who have events in the dates you’re viewing.
Hide event sources	Hides whether each event came from Assembled or Google Calendar. Appears if you sync Google Calendar to Assembled.

If your company syncs Google Calendar for the whole team, Sync Google Calendar… also appears here.

Find and sort people and events

The Staffing timeline with the sort options open, sorting by Event start time and then Agent name. Numbered markers show Search people (1), Filter events (2), the sort options (3), and the Teams filter in the filter bar (4)

Search for a person

Enter a name in Search people to jump to that person’s row. Press ⌘/Ctrl + G to go straight to the search box.

Filter events

Choose one or more event types in Filter events to show only those events, for example to see everyone’s lunches or who’s off today. The view updates as soon as you choose. This doesn’t change the staffing numbers.

Sort rows

Use the sort options to order agents by one or more rules, such as Event start time and then Agent name. You can also sort by Channels, Event type, Emails, Agent role, Queues, Site, Team, Skill, or working hours start time.

Note: If you’re scheduled yourself, your own row always appears at the top, whatever the sort order.

Filter people and rows

To show only certain people, use Add filter in the page filters to narrow by Queue, Site, Team, or Skill. For example, filter to one team to follow that team’s day. These filters also change the staffing numbers; see How filters affect staffing numbers.

To show only rows that need attention, change All rows to Rows with event conflicts or, if you use scheduling rules, Rows with broken scheduling rules.

Navigating the toolbar