Avaliações do Assembled

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.

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.

Great user interface, easy to use, easy to implement, amazing customer service, great reporting package.

Assembled would be more competitive if they offered more integrations.

That this can integrate with Google Calendar which makes it so easy to use across the company.

Figuring out template use and the inability to just copy a line schedule entered and have it auto-duplicate for multiple days.

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.

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.

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 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.

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.

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.