Creating a shift
Settings → Inbox → Shifts → Add shift (admins only).Grace minutes exist so a two-minute delay does not show up as lateness. Set it to what you
would actually treat as late — commonly 5 to 15 minutes.
Overnight shifts
A shift from 22:00 to 06:00 is understood as crossing midnight rather than being invalid. Working days refer to the day the shift starts, so a Friday night shift ending Saturday morning is a Friday shift.What shifts do and do not do
They do: give reporting something to measure against — the Ready Time report compares when agents were actually Ready with when they were scheduled, showing late starts, early finishes and gaps. They do not: control chat distribution. That is decided by presence and channel grants, not by the rota. An agent who is Ready outside their shift still receives chats; an agent scheduled but not Ready does not. This separation is deliberate — the rota is the plan, presence is what actually happened, and the report is the difference between them.Reading the Ready Time report
Analytics → Ready Time. For each agent it shows scheduled time versus Ready time.- Consistently short → late starts, early finishes, or forgetting to go Ready at all.
- Ready far beyond the shift → unrecorded overtime, or a stale session left open.
- Zero Ready time on a scheduled day → they never signed in, or presence is not being set at all.