vocabulary: Assembled
vocabularyId: assembled
provider: Assembled
created: '2026-05-24'
modified: '2026-05-24'
description: >-
  Operational and capability vocabulary for the Assembled support operations
  platform. Captures the canonical entities (people, queues, sites, teams,
  skills, activities, agent states, forecasts, requirements, time off,
  conversations, QA scores, AI Assist resources) and the cross-cutting
  dimensions (channels, tiers, AI vs. human, vendor segmentation) used to
  describe workforce management and AI agent workflows.
tags:
  - Customer Support
  - Workforce Management
  - AI Agents
  - AI Copilot
dimensions:
  - name: Channel
    description: Communication channel a conversation flows through.
    values: [phone, email, chat, sms, social, back_office]
  - name: Actor
    description: Who handled an interaction.
    values: [human, ai, mixed]
  - name: Tier
    description: Commercial plan tier within Workforce Management.
    values: [core, pro, enterprise]
  - name: VendorSegment
    description: Workforce segment.
    values: [in_house, bpo, ai_agent]
  - name: ActivityCategory
    description: Family of scheduled activity.
    values: [shift, break, meeting, training, time_off, project]
  - name: AgentStatePrimary
    description: Top-level agent state.
    values: [available, occupied, after_call_work, on_break, in_meeting, training, time_off, offline]
concepts:
  - name: Person
    description: An individual agent that can be scheduled and routed to.
    aliases: [Agent, Employee]
  - name: Queue
    description: A routing destination representing a case type or channel-segment combination.
  - name: Site
    description: A physical or virtual location an agent belongs to. Carries timezone.
  - name: Team
    description: An organisational grouping of people. Used for filtering and reporting.
  - name: Skill
    description: A routing-relevant capability such as language or product expertise.
  - name: Activity
    description: A scheduled block of time on an agent's calendar.
  - name: AgentState
    description: A real-time or historical record of what an agent is doing.
  - name: Forecast
    description: An ML-generated prediction of contact volume and required agents per interval.
  - name: Requirement
    description: An expressed staffing need (count, occupancy, etc.) for a slice of the org and a time interval.
  - name: TimeOffRequest
    description: A request for time away from work that affects schedules and adherence.
  - name: Conversation
    description: A customer support interaction ingested from a CRM or telephony platform.
  - name: AssistResponse
    description: An AI-generated response produced by an Assembled AI Agent for a conversation.
  - name: AssistArticle
    description: A knowledge article that AI Agents draw from to resolve conversations.
  - name: QAScore
    description: A normalised quality score for a conversation, typically sourced from an external QM tool.
metrics:
  - name: AHT
    full: Average Handle Time
    unit: seconds
  - name: FRT
    full: First Response Time
    unit: seconds
  - name: SLA
    full: Service Level Agreement attainment
    unit: percent
  - name: CSAT
    full: Customer Satisfaction
    unit: score
  - name: Adherence
    full: Schedule adherence
    unit: percent
  - name: Occupancy
    full: Agent occupancy
    unit: percent
  - name: ForecastAccuracy
    full: Forecast accuracy vs. actuals
    unit: percent
  - name: Containment
    full: AI containment rate
    unit: percent