Assembled is the all-in-one support platform that unifies AI agents and intelligent workforce management to help companies deliver superhuman support. With Assembled, teams can forecast with over 90% accuracy, automate over 50% of customer interactions, and optimize in-house and BPO staffing across all channels. Leading brands use Assembled to scale smarter while balancing AI and human workloads.
The Assembled difference:
→ Fast, intuitive, and fully customizable scheduling
→ Human-in-the-loop AI-powered automation
→ Meaningful cross-team visibility
→ Powerful, accurate, and actionable forecasting
→ Centralized, robust, and relevant reporting
For a demo please visit: https://www.assembled.com/contact.
Assembled is the all-in-one platform for modern support teams, combining AI agents with intelligent workforce management. With Assembled, teams resolve over 50% of interactions automatically, forecast demand with 90%+ accuracy, and optimize staffing across in-house and BPO teams for all channels. The result: support that’s faster, more efficient, and more human.
See your entire support operations at a glance, including team coverage, optimization insights, and real-time alerts.
See how all teams are performing in one simple dashboard, including in-house agents, BPOs, and AI agents. Compare how your human agents performed with and without Copilot, and see the impact of AI across your organization.
Get help answering questions, drafting replies, summarizing cases, and much more, right within your contact platform.
Up-level your support operations with next-generation scheduling features designed to meet SLAs while also empowering your agents.
Sophisticated, configurable, and dynamic forecasting. Our insights-based workflow helps you instantly right-size staffing and schedules.
Stay one step ahead of your customers by closely tracking real-time performance, productivity, and other metrics that influence your SLAs.
We're cutting through the noise on AI in support — so you can make smarter, more strategic decisions for your team.
This session covers:
🔹 How to build an AI-ready foundation (before automating anything)
💰 What to look for in AI pricing
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"Great Monitoring and Reporting, But Data Delays Need Improvement"
What do you like best about Assembled WFM?
The interface is intuitive, allowing us to monitor agents and access reports with minimal friction. It's easy to navigate and doesn't require extensive training. Getting started was relatively smooth. The setup process was straightforward, and we successfully integrated it into our workflow without any major disruptions. We use Assembled WFM daily to track agent activity and performance. It’s become a core part of our operations. The ability to “see everything” is a major plus. Event reports, while abstract, offer valuable insights into team behavior and scheduling patterns. Customer Support has been responsive and helpful whenever we've had questions or needed assistance. Their team is knowledgeable and quick to resolve issues. Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
However, there are areas where Assembled WFM could improve. The data accuracy doesn't quite match up to platforms like Zendesk, and there are noticeable delays in data updates. This can be frustrating when trying to make real-time decisions or pull reliable reports.
Overall, Assembled WFM is a helpful tool for managing workforce operations, but refining its data reliability and speed would make it even more powerful. Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
Assembled WFM helps us tackle key challenges in workforce management by providing greater visibility into agent activity and streamlining scheduling and reporting. Its intuitive interface and smooth implementation make it easy to use daily, allowing us to monitor performance and access event reports that offer valuable insights, even if they're somewhat abstract. The platform has become central to our operations, saving time and improving team coordination. While data accuracy and integration with other tools could be improved, especially compared to platforms like Zendesk, the benefits of centralized oversight, responsive customer support, and simplified planning have made Assembled a reliable solution for our workforce needs. Review collected by and hosted on G2.com.
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"Modern, Flexible, and Intuitive: Assembled WFM Elevates Workforce Management"
What do you like best about Assembled WFM?
The combination of modern UX, robust integrations, and genuine flexibility makes Assembled feel like a WFM platform built for today's dynamic workforce management challenges.
What I like best about Assembled WFM:
Intuitive User Experience & Modern Interface
What stands out most is Assembled's clean, modern UI that makes workforce management actually enjoyable to use. Unlike legacy WFM systems that feel clunky, Assembled's interface is intuitive enough that our teams across multiple sites (Manila, Sutherland, Probe) picked it up quickly during training rollouts.
Powerful Integration Capabilities
The seamless integration with Workday has been a game-changer. We've achieved 98.54% accuracy in employee lead assignments across 5,200+ employees with our Workday-Assembled integration - that's exceptional data quality that directly impacts our operational efficiency.
Flexible Scheduling Features
The platform's scheduling flexibility really shines with features like:
Event Layers for complex scheduling scenarios
Recurring Events that streamline repetitive tasks
Extra Time (ET) and Voluntary Time Off (VTO) slots that give our workforce more flexibility
Meeting Scheduler integration
Rapid Deployment & Scalability
We deployed a completed a new instance in just 2 months - that's incredibly fast for enterprise WFM implementations. The platform scales beautifully across our multi-site, multi-BPO environment.
Responsive Development Team
Assembled continuously ships improvements based on user feedback. The platform feels like it's actively evolving with our needs rather than being a static enterprise tool. Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
Areas for Improvement in Assembled WFM:
Limited Reporting Flexibility & Customization
The biggest pain point is the lack of custom report building capabilities. We need the ability to create tailored reports that match our specific operational needs and schedule them for automatic delivery. Currently, we're often stuck with pre-built reports that don't quite fit our requirements, leading to manual workarounds.
Adherence Reporting Data Freshness Issues
We've experienced ongoing challenges with adherence reporting due to cached metrics and non-live data feeds. When schedules are updated, the adherence reports should refresh instantly, but there's often a lag that creates confusion and requires manual verification. Real-time data accuracy is critical for workforce management decisions.
Missing Core WFM Features
Two fundamental workforce management capabilities are notably absent:
Vacation Bidding Management: No robust vacation request, approval, and tracking system. Basics are there, but bidding based on custom stack rankings are not present.
Schedule Bidding: Lack of employee self-service schedule bidding functionality that's standard in most WFM platforms
These gaps force us to manage these processes outside the platform, reducing efficiency.
Export Limitations
Many reports and screens lack export functionality or customizable export options. This creates unnecessary manual work when we need data in specific formats for stakeholder reporting or analysis. The ability to export data should be standard across all views.
Insufficient Role & Permission Granularity
The current permissions model doesn't provide enough granular control. We need more nuanced role definitions to properly segment access based on organizational hierarchy, site locations, and functional responsibilities. This is especially challenging in our multi-site, multi-BPO environment.
Overall Impact
While Assembled excels in core scheduling and integration capabilities, these limitations require workarounds that reduce the platform's overall efficiency gains. Enhanced reporting flexibility and real-time data accuracy would significantly improve the user experience. Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
Problems Assembled WFM is Solving and Benefits Delivered:
Complex Multi-Site Workforce Coordination
Assembled is solving the massive challenge of coordinating workforce management across our diverse partner network. Before, managing schedules and capacity across multiple BPOs with different systems was fragmented. Now we have unified visibility and control.
Data Integration & Accuracy Problems
Our Workday-Assembled integration solved critical employee assignment accuracy issues, achieving 98.54% accuracy across 5,218 employees. This eliminated hundreds of hours of HR cleanup work and ensures reliable reporting relationships for compliance and operational planning.
Scalability Challenges
Assembled enables rapid expansion - we deployed a complete instance in just 2 months, supporting business growth without the typical 6+ month implementation timelines of legacy WFM systems.
Cross-Functional Visibility Gaps
The platform provides unified dashboards and reporting that give leadership real-time visibility into capacity, utilization, and operational metrics across our entire contact center ecosystem. This supports better strategic decision-making.
Training & Knowledge Transfer Complexity
Assembled's intuitive interface made global training rollouts much more efficient than traditional WFM platforms. Teams become productive faster with less training overhead.
Operational Flexibility Requirements
Features like Event Layers, VTO/Extra Time slots, and recurring events give us the flexibility to handle dynamic business needs while maintaining operational control - crucial for managing diverse product lines. Review collected by and hosted on G2.com.
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Its UI, allowing copy-paste, has been a major win for us coming from our previous tool. The amount of time we save with this is huge. Also, the visuals (graphs, tables) are really helpful to determine if we have the right amount of staff or not. Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
Depending on the CRM you connect it to, the information may be a bit skewed. We cannot rely on it 100% for all of our channels because of this. I know this does not rely on Assembled but it's definitely something where some time should be invested in my opinion. Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
It's giving a lot of direction to Real-Time and helping us see the impact of our changes to staffing. This is giving us more confidence before proceeding with a change. Review collected by and hosted on G2.com.
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"A Solid WFM Tool with Room for Support Improvements"
What do you like best about Assembled WFM?
-Ease of use
- aesthetically pleasing and a very user-friendly interface
-offers multiple features for agent autonomy (VTO, PTO, extra-work)
- easy and seamless to create, adjust,and publish schedules
- ability for multiple users to work on schedules at the same time without any issues
- the forecasting chart in the staffing timelines is extremely valuable and insightful when managing schedule and daily operations Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
-Support interactions have sometimes felt a bit transactional, rather than collaborative. I think a more solution-oriented or consultative approach would better match the quality of the product itself.
-Only able to search one agent at a time (would love the ability to search multiple agents in the staffing timeline at once)
-Would love to see more automation (such as automatic schedule change approvals, automatic extra-work approvals) Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
Assembled helps solve the core challenges of workforce planning, especially around forecasting, scheduling, and adherence. Before using it, we struggled with manual scheduling, inconsistent coverage, and and a clunky experience generating + publishing schedules. Now, we’re able to plan ahead more accurately, align staffing with demand in real time, and reduce both under- and over-staffing. That’s led to better service levels, improved agent satisfaction, and fewer scheduling headaches for team leads. Review collected by and hosted on G2.com.
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"Great Workforce Management Platform with Excellent Visibility and Real-Time Insights"
What do you like best about Assembled WFM?
ssembled has been a game-changer for our support operations. The platform provides clear visibility into staffing, productivity, and real-time performance — all in one place. The real-time monitoring features are particularly valuable, helping us stay on top of live queues, agent availability, and adherence with ease.
The forecasting and scheduling tools are intuitive and save us hours of manual work each week. The dashboards are clean, customizable, and make it simple to spot trends or coverage gaps. Our managers can plan proactively, and agents have better visibility into their schedules.
The customer support team at Assembled is also fantastic — always responsive and open to feedback. Overall, it’s a powerful, modern WFM tool that truly helps teams stay efficient, aligned, and responsive. Highly recommend! Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
There are still a few areas where automation could improve further — some tasks still require manual adjustments that could be streamlined. One area that can be challenging is reinstating accidentally deleted schedules, especially due to Google Calendar integration — a bit of automation or recovery option here would make a big difference. Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
The real-time monitoring and agent adherence views have been especially helpful in managing dynamic support volumes. We can immediately spot coverage gaps, reassign resources, and prevent SLA breaches.
We are able to forecast more accurately, monitor live operations, and make quick adjustments when needed. Review collected by and hosted on G2.com.
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"Efficient Workforce Management with Room for Faster Updates and Custom Analytics"
What do you like best about Assembled WFM?
I really appreciate how Assembled WFM centralizes scheduling, forecasting, and adherence tracking in one easy-to-use platform. The real-time updates and reporting features make it simple to monitor agent performance, identify trends, and make quick adjustments when needed. It’s reliable, user-friendly, and helps ensure smooth workforce operations. Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
I think the platform could improve in terms of speed and data synchronization. Occasionally, schedule updates or adherence changes take time to reflect. It would also be helpful to have more detailed analytics or the ability to create custom reports directly within the system. Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
Assembled WFM helps solve the challenge of managing schedules, tracking adherence, and ensuring proper staffing coverage across multiple teams. It centralizes all scheduling and performance data in one place, which reduces manual work, improves accuracy, and saves time. The real-time visibility into agent adherence and activity also helps me make quicker decisions and keep operations running smoothly. Review collected by and hosted on G2.com.
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"Modern Look and Responsive Team, but Definitely Some Enhancement Opportunities"
What do you like best about Assembled WFM?
Assembled is very visually appealing in many ways. It looks much more modern than the system I used previously. The Assembled team members also take our feedback seriously, and are open to feedback. The system is very user friendly. Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
The save button on schedules is extremely slow. It is not easy to add No Call No Shows or other things to schedules from the adherence view without opening their schedule separately. The case volume data is often not updated. Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
It gives the team members a user friendly way to view their schedules, and it's easy for us to make updates to their schedules quickly. Review collected by and hosted on G2.com.
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"Effortless Scheduling, But Support Needs Improvement"
What do you like best about Assembled WFM?
I really appreciate how seamless it is to use. The click-and-drag feature for moving schedules around works exceptionally well and makes organizing much easier. Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
At times, the support team can be slow to respond or may not reply at all when they don't have an immediate answer. Rather than letting me know they are looking into the issue, they often just stop communicating. Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
Assembled is excellent for scheduling, consistently delivering strong results in that area. While their forecasting tool is quite helpful, it could still use some enhancements. Overall, when it comes to scheduling, they truly excel. Review collected by and hosted on G2.com.
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Easily accessible. Easy to integrate with Zendesk and implementing training of the product to the team was super easy. There are a plethora of features that make the product that more compound especially with how frequent managers and TL's use the product daily. Your customer support is world class with super impressive SLA'S. Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
Sometimes the color coding gets me mixed up and I end up editing the wrong employee line. Maybe more spacing may help or some kind of border between names. Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
Having a one stop shop for productive and real time adherence is a life saver not to mention game changer having it all centralized within one program. The granular reporting never misses holding my team accountable as well as myself in coaching. Review collected by and hosted on G2.com.
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"User-Friendly and Simple Scheduling Features"
What do you like best about Assembled WFM?
The interface is straightforward and user-friendly, making it simple to navigate. Adding and removing schedules is also an easy process. Review collected by and hosted on G2.com.
What do you dislike about Assembled WFM?
I noticed a slight delay in Real Time Adherence when Assembled syncing in Salesforce. Review collected by and hosted on G2.com.
What problems is Assembled WFM solving and how is that benefiting you?
Assembled WFM includes a feature that allows agents to request schedule changes and make adjustments to their schedules. From the WFM perspective, this reduces our workload since we no longer have to manually update their schedules; instead, we simply review, approve, or deny the agents' requests. Review collected by and hosted on G2.com.
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