Assembled Reviews

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. The support team has also been phenominal from the moment we first met and remains consistent to this day, and provided the easiest implementation I've ever experienced with a new WFM tool.

The biggest challenge we have are around building and managing schedules. We require a lot of manual work when it comes to modifying existing schedules and even building base schedules to account for the omni-channel coverage with the not-quite omni-channel Zendesk platform. There's lacking basic features, such as a shift swap, but there are benefits in keyboard shortcuts (copy/paste/save) to help counter the manual work required.

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. We have also eliminated the heavy lifting from agents manually tracking their time previously to now able to focus on their work in Zendesk and have their activity automatically tracked, which has also increased the accuracy in their performance data as well.

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.

customising permissions for users

improving the forecasting accuracy report

templates not being tied to a specific user

having events from Assembled show up as "not busy" on google calendar

The reporting is fast and delivered in an excellent visual presentation. I can easily scan the platform or export the info I need.

I would like to be able to customize even further creating rules and optimization.

Assembled automates scheduling with clear communication to IC and manager users. This is the most efficient and insightful way we have found to optimize our staff.

We love the ability to integrate with our CRM (Zendesk for us) and the ability to predict incoming patterns for our support team with our own forecast.

We wish it integrated with our HR platform ADP so we didn't have to have time off requests in two places.

It has helped us better manage our staffing for specific hours. It allowed us to hire part-time employees during our "weakest staffed" hours and better hit SLA consistently in 2023.

The forecast allows us to staff correctly and drill down into agent activity. We were able to use these stats to offer more hybrid work options.

Load times can be slow. Also, I do not like that when you choose staffing, it does not automatically go to today's date.

Forecast demand to properly staff, Insight into agent activity, and, most important, it allows us to budget for new hires based on real quantitative data.

My team started using Assembled because we wanted a better scheduling tool. What resulted was not just an upgrade in the way that we schedule (efficient & simplified), but we also started taking steps to scale our team through real WFM. With helpful features like forecasting, adherence and heatmaps--we're able to predict the needs of our support team better and deliver excellent service to our customers at all times. Thank you, Assembled!

My only dislike of Assembled is that I would love to get our QA platform added now that they've integrated MaestroQA. Ours is called Klaus, and it would be just perfect to see it all once space on the Agent Scorecard! I love that the Assembled team accepts suggestions/feedback, so I know they're constantly improving their product through learning from the clients. That's why I don't really have any other dislikes since there's more to come in the pipeline! Love that!!

-Creating daily, weekly and further out scheduling so there's less manual work of assigning roles on my part.

-Ensuring our agents are on-task and where they're supposed to be.

-Estimating a staffing model so that I don't have to have a separate dashboard somewhere that looks ahead as our business grows.

-Empowering agents to add in their own timeblocks for things such as appointments, days off or lunches, so that it's automated.

This is my first experience with Assembled, been using it since January of this year and honestly, I love that it can be synced with Google calendar and will allow you to have that transparency!

I am sure it is just me and my inability to figure out the function, but I would love to just copy an entire day of schedules (multiple team members and all the nuances) and have them populated for multiple days. I know there is a template option, but when multiple schedulers are working it does not exactly help with this particular function.

It allows us to make a schedule and make real-time changes that are immediately displayed for the team members. It is great for accountability and allows us to know our team knows what they should be working on throughout the day!

Realtime monitoring of agents and checking their activity so easily.

If there is an option to keep the option to dark mode

More on agents adherence

The convenience of using Assembled, and how useful it is for us RTA. It is the easiest to navigate and adjust for the agents schedule. We would recommend this to our friends.

There are some parts of the Assembled that is hard to adjust, you need to be so particular, and you need to be very careful so that it will not double the one that you made.

The easiness to plot schedule and to adjust their adherence. For us RTA, we rely mostly on Assembled for our daily job, because it contributes big on our everyday work.

It is a user friendly software and I love it

Syncing with Twilio and data is not that reliable

Assembled is good and plotting of scheduled is so easy to do