Workforce management

The Staffing Timeline

• Understanding the Staffing Timeline
• Viewing and formatting schedules
• Creating and modifying schedules
• Publishing Test Schedules
• Layers
• Recurring Events

See all 10 articles

Forecasting

• Finding your forecast model
• Forecast models
• Asynchronous SLA and Backlog Forecasting
• Forecast totals uploads
• Using Outliers and Adjustments for Forecasting accuracy
• Seasonal model configuration

Automations

• How do I automatically generate a schedule?
• How does the schedule assistant work?
• Setting up notifications in Assembled
• Event optimizations
• Deleted gap filling for Google Calendar meetings

Configuration

• What are working hours?
• Queue Design and Structure Best Practices
• Queue/Exclusion AND Rules
• Agent state editing
• End of shift state exclusions
• How do scheduling rules work?

See all 8 articles

Time off

• How do I create time off rules?
• Recipe for Assembled time off notifications in Slack
• How do I manage time off requests?
• Updated time off requests

Schedule change requests

• Schedule change requests general overview
• Schedule revision and future change requests
• Shift swap requests
• Managing extra work and voluntary time off slots

Templates

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

Daylight Savings

• Daylight Savings

BPO Management

• Billing Report
• Alvaria Aspect Schedule Integration
• BPO Planning
• BPO Heatmaps
• Restricted Sites
• WFM Integrations

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)