Assembled evaluates historical data of the number of contacts to make work volume predictions. This is especially helpful when it comes to tweaking schedules during the holiday season and upcoming campaigns, as well as making hiring projections. Assembled helps our support team distribute the tasks throughout the day to meet company SLAs. We know when we need to be on tickets and when we can schedule team meetings, training, as well as devote time to other projects. There is a clarity of what needs to be done and when yet no pressure over the adherence because Assembled always leaves room for a considerable degree of latitude.

Assembled built custom features to comply with our needs: - what-if analysis (we play around with different shifts and number of active agents to come up with the best scheduling. When we hire new agents, Assembled helps us identify what shifts we need them in); - GCalendar integration; - productivity score; - custom reports (e.g. staffing requirements during the holiday season, specific schedule recommendations); - Customer Support dashboard; - schedule analytics (we see how many hours are devoted to special tasks, meetings, interviews, etc.); - one-click adjustment of the workload prediction (in case of a campaign, new feature release, etc); On top of that, Assembled is all about the outstanding customer and technical support! [SENSITIVE CONTENT HIDDEN] even flew over the Ocean to meet the team and see in their eyes how we use the tool. That’s what I call a personal touch.

Take the existing backlog into consideration when forecasting the workload. I know that guys are already working on it.

We've solved a lot of issues with trusting the data, obtaining an accurate forecast and more accurate agent activity tracking by moving to Assembled. This has given us the ability to really dive into the data we see to determine outliers and provide more strategic guidance to the business across several teams with ease. For the cost of the tool, it's definitely the best 'bang for your buck' in terms of WFM tools, the available features and seamless integration with Zendesk tools.

Integration was definitely the easiest & quickest I've ever been apart of; Most tools will tell you a matter of months up to a year for implementation, but Assembled had us up & running within 2 weeks. Just an incredible support team who's always available to help us learn more about the tool, and really takes in our feedback to help make it even better. I can't say enough positive things about the support team, truly. The product is very easy to use from an admin to an end user perspective and really makes a lot of sense for how the layout of each page is. The biggest win was definitely being able to rely on the data that Assembled displayed from contacts & forecast to performance and schedule adherence, and everything in-between. The biggest value in any WFM tool is reliable data, from there we stopped questioning the accuracy and started digging into the trends we saw.

The biggest challenges we have with the tool is around scheduling and audit trail tracking. For scheduling, there's a ton of manual work required for making schedule changes as some basic features (like shift swaps) just don't exist in the tool. There's also not a lot of bulk editing options when it comes to editing or adding multiple events at the same time so these must all be done manually on an agent by agent/day by day basis. The counter to that is copy & paste features work well and keyboard shortcuts are a huge plus as well to recover some of the time required for manual updates. We also have a bit of a blind spot in terms of audit trails for time off requests from an admin/manager perspective. We can see when time off is approved for agents, and the agent is notified who processed their time off, but we are unable to see who (which user) approved or denied a time off request from within the tool itself. There's also not an ability to limit specific areas of access within the tool by role so there's many 'hands in the cookie jar' if you will when it comes to schedule changes.

honestly nothing I do not like using it, and will use 5/9 whenever possible cause the reporting in 5/9 is much better

the visualization, the way it is so bulky, and the fact that as a manager I have to decipher the data insteap of being able to get a snapshot is quite a turn off.

The entire process, from pre-sale to post-sale, has been a pleasant one for me and my company. Assembled takes the implementation process very seriously and has been transparent and communicative through the process. I fee like we're in good hands with their team and know our opinions and feedback will be taken into account when they're working to improve the software.

Assembled provides an all-encompassing set of tools that allow you to easily forecast your inbound volume and create schedules for your team to cover that volume. The reporting is solid, it's fairly easy to create schedules days or weeks at a time, and is simple to navigate. Unlike other tools, Assembled seems to also care about the agent experience, and has done a good job in creating a sophisticated product that is easy for agents to grasp. Finally, I've been impressed with their out-of-the-box integrations with other software, which was of critical importance to us when searching for a scheduling tool.

Assembled is still a young company, so there are plenty they can work on. In an ideal world, the tool would generate schedules for our team based on projected volume and rules we set, and the product isn't quite there yet. The forecast is still a work in progress and I'm hopeful the new seasonal forecast can be leveraged by the time our busy season starts again.

We liked that Assembled had all the integrations we were looking for and the features our business needed without being overly complicated or requiring a long commitment to get it up and running. Within a little more than a week our team had the platform fully configured and onboarded all of our 200+ agents and have had little problems ever since. Their support staff is very knowledgeable and fast to respond whenever we have questions and the relationship with the Assembled team has been very good since implementation.

Could use some more granularity options with the forecasting features and would also like to see better support for outbound calling. Although, everything else has been excellent.

The AssembledHq team is a joy to work with, they take request in, updates us when there is something relevant for us and they have a sense of humour.

That it takes less than 30 mins to structure a full schedule for a team. And if you use the template function they have, you will be able to cut down on the time for about 20 mins.

The only thing that bothers me is the missing feature of finding the invoices within the platform. The invoice does get send to you, so you can always find it in the email. But you have to write to support if you want to change the invoice email.

It is an amazing experience actually, it is the easiest Workforce software that can be used in the call center field, including many views for many roles "user, admin, manager, reporting, etc,..."

User-friendly, new features getting added frequently from time to time, I'm getting notified of the updates and new features added every time.

Just the report for Login and logout time to be exported as a time stamp including the date and time for the taken action from the user.

We wanted to better staff to when our tickets were coming in. We have been able to adjust our workforce and hire for the right days and the right times.

It has been extremely easy to implement and we have done so without a workforce management team. It allows our supervisors to better manage the schedule and our managers to forecast our staffing needs easily.

We wish it integrated with our HR platform and they have said it's on their plans but we havent gotten a firm date on that integratin.

Streamlined scheduling between channels, office sites and skill/associate level, including WFH and PTO.

I love the ease of use - It is helpful in sorting by location, level or "skill", channel and more! It helps my Leads maintain coverage across our channels seamlessly, reallocate bandwidth, and share out schedules. It also helps us project for volume against coverage and easily factor in PTO to daily coverage. The integration with Slack is key for our associates who are able to check who else is staffed alongside them on live channels and coordinate accordingly.

As a newer platform, it is not completely built out to the level of capabilities that some older brands might be (comes with time!) but they are very agile and adaptable.

The largest problem being solved with Assembled is the ability to see granular details of our staffing at any time and for any site or vendor. Before I would manually compile spreadsheets to get a complete staffing picture but would be lacking details around total headcount and shrinkages. However, with just a few clicks, in Assembled I can quickly see schedule details down to the individual agent for the 1000+ I staff. Without a doubt, Assembled reduces my weekly workload, giving me hours back in my days.

Assembled really simplifies the complicated task of seeing your staffing across interval and vendor sites. Not only are we able to create/manage internal schedules directly in the tool, but we can also have all of our 1000+ vendor schedules aggregated as well. This is a feature that I have always wanted and have never been able to properly get with other software solutions. Additionally, Assembled is able to integrate into many different systems and allows for a comprehensive "command center" view of real time staffing and queue volumes. Furthermore, the software is able to combine inputs from different systems to provide an easy to read overall view.

Assembled is a relative newcomer to the Workforce software space and, as expected, doesn’t have every feature of the other long established solutions. However, they have turned this into an advantage by working closely with customers to build out the features they want.

Integration was easy with Zendesk unlike other platforms that I have used. The most likeable about Assembled is how they take action on our feedback and how quick the turnaround time is. I would highly recommend them to all my connections, in fact; I already did and I know they landed on a contract. Both Founders are technology-savvy, easy to talk to and knows their way around their platform (literally!).

Improvement on communication. If you do not have the feature, let us know; then let's talk!

Personally I find that Assembled's customer support offer exceptional service, prompt replies and timely follow ups.

Assembled is a very user-friendly platform. I love how easy it is to create schedules using the Templates feature.The Real time feature gives us an insight into adherence and performance, and it's handy for monitoring.The reports offered are complex.Love how Assembled is hosting workshops about the platform's features - it helps a lot to learn more and see different perspectives from people.I've been using Assembled for our CX team for 2 years, and I've witnessed their growth and commitment to better themselves with every feedback from their users.

I don't mainly use the time off feature as it's not linked with our HR platform, so it creates an extra step for the team, but that's just a process preference.

Love this product and will continue to shout about it to the world. I think this is going to be the gold standard in the next few years. The support is great and everyone at the company I have interacted with has been extremely helpful. Saves my team over 30 hours a week of work.

I really like how easy it was to implement with Zendesk. I used to spend about 25 hours a week solely on WFM and this tool has saved me about 10-12 hours a week. We also used to have 3 people managing the schedules before now I can do it alone! Support has been amazing also best in class!

Long load times, I wish we could do custom reports, when exporting data to excel the columns come out different every time. So that causes for a lot of manual analysis. I wish it was easier to see how many agents I needed to add on or not a year from now.

Assembled has changed radically the way we do capacity planning in my support department. In the past, we were using sheets but when the team doubled in size, we weren't able to cope with the different changes in our workforce (OOO, breaks, and other considerations) in a timely manner. Assembled helped us thanks to its amazing forecasting, which has proven to be extremely accurate, and how robust the scheduling options are. Now our different GEOs have access to a centralized and up to date picture of what's going on. The tool is easy to use and understand for both admin and agents. Assembled also helped to streamline our PTO request process, making it more efficient, and also our agents can now swap shifts between themselves which have relieved a lot of back and forward communication. We've used also the API to integrate seamlessly with Slack and Zendesk empowering our users immensely. Support is really good and everyone that works in Assembled is super nice and always willing to help. A fantastic piece of software, overall.

Some glitches in the UI every now and then.

Overall Assembled has helped us create schedules more efficiently, tracked our activity and productivity better, and has been one of the best partnerships I've been a part of. Looking forward to seeing the product and company grow.

Integration was quick and issue free, felt supported through the entire process. Out of the box I believe this is the best WFM product for any company needing a user friendly platform which integrates with Zendesk. Support team is always responding quickly and really dives into any issues.

Load time on reports has been longer than what we would expect, I would also like to see more metrics pulled in from Zendesk as well to decrease the manual reporting I do. Fortunately this is all in the roadmap for the product.

As a small management team this tool allows you to set up quickly and not worry about if it is working. While allowing you to focus on more value based activities using Assemble to occasionally check-in or report back to your operations.

After a brief implementation and coaching session with the wonderful people in Support and CS at Assemble, this is by far the most accessible WFM tool designed for Support teams. I am sure it can expand beyond Support, and I'm excited to get there.

At times there are a few hiccups between what users do in the Helpdesk vs what Assemble captures. This could be do the the partner API however, it is near real-time and that is a plus.

Overall its very good, I know that the Assembled team continues to work on improvements. Also collaborating with my company to make things better.

Easy to use like Staffing(scheduling) to make real time changes. It provides a time stamp and a person who was last touched. Also can review the historical editing. Template is a big help when creating a team schedule with a specific range.

Gathering data like actual volume and adherence there are some delays, some times it also does not sync to other tools that we are using. When running a template, if you manual inputs can't be override.

I rely very heavily on Assembled and its people. The tool offers flexibility in scheduling many people all over the world. It also allows us to optimize our people's hours while looking our for their needs. Most importantly, it lays out numbers and useful charts so we can understand better what's going on there and so we can plan for it more easily. A lot of tools can create schedules, but I don't know of another tool out there that helps plan the operations of a world-class support team.

Assembled allows us to free up a lot of the time that was previously spent creating schedules and forecasting numbers. We take that time and invest it back in our people who are helping our customers everyday. The forecast is getting more on more accurate, even with something as volatile as live chat. The integrations with Slack, Zendesk, and Google calendar are immensely useful. And the people working at Assembled are some of the best I've worked with.

The tool is newer, so the UI can be a bit confusing. There's also a bit of a learning curve when you start using it.

It has been great, Assembled team really cares and are always ready to help. I used to plan the whole month for my team in Google docs and boy oh boy how much time that took, not to mention how often we mixed up days or hours. I can honsetly say that Assembled has turned this whole experience by 180 degrees..in a very very positive way!

Main benefit is definitely time. I save so much time with simply using templates on monthly basis. It's a simple as clicking the button and voila - it's ready!

So far I haven't really encountered anything that I could point out. I wouldn't call it a dislike but more of a "feature request" to have a tool that allows you to create the same event for multiple people.

honestly what i love most about assembled is the assistance and attention from our rep! -the copy/paste function has made the most difference in ease of use and making things more efficient. looking forward to further developments in efficiency.

-its very hard to customize things in assembled in an efficient manner. -draging bulk events/pto default in hours//being able to set default hours for requests/approved time off. -customization from user end

Assembled has played an integral role in helping our CX team scale from ~20 to 100+, and it's hard to believe we were working off of google sheets before using this tool. The Assembled team is a joy to work with, and I hope to continue using the tool for many years. It's still early days for the platform but they've already released many new features/functionalities in the 1 year we've used the tool, so I can't wait for what's to come.

Assembled easily provides our agents visibility on what channels they're staffed to each day and when their breaks are, and team leads can easily make changes to schedules if needed.

I wish there were an option for changes to be auto-saved! The Assembled team did give a heads-up that clicking the save button was needed to lock in change, but I still overlooked it a few times at first — it's a bit hidden!

Excellent support experience with the Assembled team

Our CX team has grown 5x in size in under a year and Assembled has helped make our growth/scheduling manageable and seamless. It is easy to use for both admins and for regular users to access and view their schedules. It is integrated with Google Calendar, and PTO requests are easy as they are also integrated with our emails to allow for notifications and timely responses. The service levels feature helps with forecasting, is customizable and provides a clear visual of the necessary coverage we need at any given point.

Would be great if there was a mobile app

We've had a great experience with Assembled. Their team is passionate about workforce management and is rapidly improving their product.

Assembled helped us reduce hours of manual work each day to prepare for the following days work down to 30 minutes or less. Their algorithms to match agent availability with schedule forecasting helps create a "daily breakdown" that is 90% complete that a human can polish off to finish.

We haven't used monthly schedule forecasting yet, but plan to in the near future.

Our business unit has had somewhat of a pain point in regards to visibility and having one source of truth since we have an off-site call center, but Assembled has provided a centralized solution for forecasting, scheduling, managing time off, real-time analytics, and reporting.

Assembled's platform is intuitive and easy to learn to use from an admin and user level. The whole Assembled team is super great to work with - very responsive, reasonably flexible, receptive to feedback, and quick to help.

There are some UI and reporting features that could be improved upon, but I do know that these are on the roadmap of enhancements.

Assembled has been great to use. It has helped out team become more efficient.

I like how it's a one stop shop for all of workforce management needs. It houses our internal forecasts and schedules and uses both of those things to tell us where we might be short staffed. It allows us to make real time decisions when it comes to coverage and allows us to monitor agent's workload.

The scheduling feature is a bit clunky, but other than that I can't really think of any cons.