Assembled WFM Reviews & Product Details

My team uses Assembled every day, and it was so easy integrating scheduled tasks into everyone's Google calendar. I really appreciate how simple it is to adjust and implement updates to my team's work schedules. Additionally, being able to view activity in Zendesk is very helpful, as it allows me to identify which agents I should check in with to ensure everything is running smoothly. Review collected by and hosted on G2.com.

For quite some time, I found it difficult to interpret the activity statuses when checked adherence, despite consulting the help articles. Ultimately, I had to contact support to get a clearer explanation of the activity statuses shown in the adherence report. Also, after playing with the program for a while, I was finally able to set up a schedule that alternates every other week for my team. Review collected by and hosted on G2.com.

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.

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.

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.

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.

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.

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.

It's the fastest tool implementation I've done in my career! The tool is intuitive and was able too simplify the complexities that comes with end-to-end workforce management.

They are quick to build what we need and if not, provides solution that we would not have thought otherwise. That's true partnership!

The open API has also made integration to systems seamless! We are able to create AI assistants in our platform of choice given this flexibility.

At the moment, Assembled WFM is well integrated in our "keep the lights on" processes: freeing up capacity in my WFM team and making our operations at least 25% more efficient. Review collected by and hosted on G2.com.

Customer support hours is not too friendly with APAC time i.e. only half of tickets we submitted are answered within 24 hours. We rarely have issues to raise a ticket but it can be crucial for a 24x7 operations such as hours. Review collected by and hosted on G2.com.

-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.

-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.

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.

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.

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.

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.

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.

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.

One of the main things I value about Assembled is how easy it is to integrate. The platform is also very intuitive and beginner-friendly. I have trained several people on how our team uses it, and the features have always been simple to explain and demonstrate. Review collected by and hosted on G2.com.

I actually have no qualms with Assembled. I wish it allowed for editing in the Agent Scorecard reporting field, but also only have Admin access, and perhaps this is a Manger feature. Review collected by and hosted on G2.com.