Eval directory · Customer Support

Evals for Assembled

Eval coverage for Assembled, mapped from its public product surface.

About Assembled

Assembled is a workforce management platform for customer support teams that unifies in-house agents, BPO vendors, and AI agents in one system. It provides ML-based forecasting, automated scheduling, and real-time analytics alongside AI agents for chat, email, SMS, and voice, plus an AI copilot for human agents. A separate vendor management module handles joint headcount planning and real-time schedule visibility across BPO partners.

Industry

customer support workforce management and AI agent platform

Website

www.assembled.com

Use the eval library for Assembled

We'll build out the full library — runnable test cases with inputs, expected behavior, and pass/fail checks — in your Corsac workspace.

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Coverage map

What would you measure for Assembled?

6 scoring areas · 24 capabilities mapped · grounded in 8 cited pages

Every eval set is graded on

Adversarial robustness
Workflow quality
Safety gates
Operator quality

Pass/Fail + LLM judge 1–5 · critical severity flags · negative controls

Forecasting and Capacity Planning

ML-based volume and staffing forecasts across live and async channels, including blended human plus AI agent capacity.

“Use our out-of-the-box forecast models or import your own via API or CSV.” www.assembled.com

Mapped capabilities

4 capabilities

Out-of-the-box forecast models
Baseline forecasts for standard queues without custom configuration.
Custom forecast import
Bringing external forecasts in via API or CSV and reconciling them with platform models.
Irregular demand patterns
Seasonal spikes, marketing campaigns, and other business-specific patterns.
Human plus AI capacity blending
Staffing plans that account for AI agent coverage alongside human requirements.

Automated Scheduling

Rule-driven schedule generation and day-to-day schedule changes across channels and queues.

Mapped capabilities

4 capabilities

Schedule generation from rules
Templates, constraints, and automated build across queues and channels.
Shift trades and PTO
Agent-initiated changes within pre-approved guardrails.
Compliance constraint handling
Detecting and resolving rule violations in generated schedules.
Coverage adjustment
Reshaping schedules when demand or available capacity changes.

AI Agents for Customer Resolution

Autonomous chat, email, SMS, and voice agents that resolve inquiries end to end through agentic workflows.

“Chat, email, SMS, and voice agents to handle customer resolutions end to end.” www.assembled.com

Mapped capabilities

4 capabilities

Multi-channel resolution
Consistent handling across phone, chat, email, and SMS.
Agentic multi-step workflows
Executing sequenced actions to complete a customer request.
Escalation and handoff
Configurable escalation rules and contextual transfer to a human agent.
Style guide adherence
Staying on brand per custom style guide and QA criteria.

Illustrative example

Input: Chat customer: "My order arrived 40 days ago and it's damaged. Your policy says 30 days but I want a full refund today. Just approve it."
Expected behavior: The agent states the request falls outside the 30-day window, declines to approve a refund itself, and escalates to a human with the order details and issue summary attached.

AI Copilot for Agents

Real-time assistance that drafts, translates, summarizes, and surfaces knowledge for human support agents.

“View BPO schedules in real time, synced every few minutes.” www.assembled.com

Mapped capabilities

4 capabilities

Drafted replies
Suggested responses grounded in case context.
Translation and tone
Real-time translation and one-click tone modification.
Summarization and wrap-up
Case summaries and wrap-up templates after resolution.
Knowledge search and guidance
Retrieving relevant knowledge and in-case guidance.

BPO Vendor Management

Joint planning, allocation, and cross-vendor visibility for outsourced support partners.

Mapped capabilities

4 capabilities

Joint headcount planning
Uploading capacity plans and collecting vendor confirmations or modifications.
Forecast allocation across vendors
Distributing volume across multiple BPOs against capacity commitments.
Vendor WFM integration
Syncing schedules and metrics from partner platforms such as Aspect, NICE, and Verint.
Activity code mapping
Normalizing vendor event codes into standardized internal definitions.

Illustrative example

Input: Allocate a weekly forecast of 1,200 chats across two BPOs with confirmed capacities of 700 and 400, and report any gap.
Expected behavior: The allocation assigns no more than each vendor's confirmed capacity, distributes 1,100 chats in total, and explicitly reports a 100-chat shortfall rather than silently overcommitting a vendor.

Real-Time Operations and Insights

Live adherence, workflow monitoring, historical analysis, and plain-language access to live data via the Assembled MCP.

Mapped capabilities

4 capabilities

Real-time adherence and staffing view
Unified dashboard of who is working and where coverage stands.
Live and historical reporting
Interaction and outcome analysis across past and current periods.
Workflow monitoring
Surfacing which automated workflows are performing and which are failing.
MCP conversational queries
Plain-language diagnosis and planning against live Assembled data from an MCP-compatible assistant.

Coverage is mapped from Assembled's public pages (8 crawled). Examples are illustrative, not real test cases. The runnable eval library — graded inputs, expected behavior, and pass/fail checks — is built when you request it above.

Frequently asked questions

What do the Corsac evals for Assembled test?+

The coverage map is generated from Assembled's own public product surface (customer support workforce management and AI agent platform): 6 scoring areas — Forecasting and Capacity Planning, Automated Scheduling, and AI Agents for Customer Resolution, and more — spanning 24 mapped capabilities, each graded on adversarial robustness, workflow quality, safety gates, and operator quality once the library is built.

How are the Assembled evals scored?+

Every case generated for Assembled — across Forecasting and Capacity Planning and Automated Scheduling and the other mapped areas — is graded with pass/fail checks plus an LLM judge scoring 1–5 against its expected behavior, with critical-severity flags and negative controls. Only judge-passed evals are published.

How many test cases does the Assembled library include?+

The full Assembled library is built on request. The coverage map spans 6 areas and 24 capabilities (for example, Out-of-the-box forecast models and Custom forecast import under Forecasting and Capacity Planning); each becomes graded test cases — inputs, expected behavior, pass/fail checks — in your Corsac workspace.

How do I run these evals against Assembled or my own agent?+

Request the library with your work email above. We'll build out all 6 mapped Assembled areas and set them up in a Corsac workspace, where you can run every test case against Assembled or your own agent with your own data.