Case Study: monday.com reduces context-switching with Assembled

monday.com builds a proprietary routing tool using Assembled’s API

monday.com, a company that provides a work management operating system, faced a challenge with inefficient scheduling and excessive context-switching for its growing global customer experience (CX) team. Their previous process relied on a fragmented combination of tools, which hindered agent specialization and productivity. To address this, they turned to Assembled and its workforce management platform to streamline their operations.

Using Assembled's API, monday.com built a custom routing tool that integrated with Zendesk to intelligently assign tickets based on agent capacity and availability, drastically reducing context-switching. The solution provided reliable data for both short-term scheduling and long-term headcount planning, particularly for their BPO partners. Assembled’s partnership and responsive support were instrumental in helping monday.com reconfigure its scheduling and gain significant value from the platform.

monday.com

Melissa Mayoras

Global Workforce Management Specialist