Features

Case Lifecycle model (only Salesforce Service Cloud and Amazon Connect)

• Case Lifecycle model (Amazon Connect)
• Case Lifecycle Metrics
• Case Lifecycle Real-Time Dashboard
• Case Lifecycle Staffing Timeline
• Case Lifecycle model (Salesforce Service Cloud)

BPO Management

• BPO planner
• BPO heatmaps
• Restricted sites
• WFM Integrations

Configuration

• Extra work and Voluntary time off
• Queue/Exclusion AND Rules
• Agent state editing
• Universal Search: Elevate Your Shortcut Game
• End of shift state exclusions
• Setting up your chatbot to work with Assembled

Forecasting

• Forecast models
• Forecast totals uploads
• Forecast Adjustment Walkthrough
• Seasonal model configuration

Admin

• Agent shift patterns
• How to deactivate, delete, or restore a person in Assembled
• The People page
• Managing roles and permissions
• Release Notes

The Staffing Timeline

• Adding additional columns to Staffing timeline
• Resolving outdated schedule changes on the Staffing timeline
• Publishing Test Schedules
• Understanding the Staffing Timeline
• Viewing and formatting schedules
• Creating and modifying schedules

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Automations

• Event Optimizations
• Deleted gap filling for Google Calendar meetings

Forecasting Email SLA

• Email SLA and Backlog Forecasting

Templates

• Using templates
• Setting a template's time zone to account for daylight savings

Time off

• Setting up time off rules
• Requesting time off
• Managing time off requests
• Updated time off requests

Daylight Savings

• Daylight Savings