Shift Reports | Yaplet

Where to find it

Team → Shifts → Reports in the left menu. The permission that opens it is Reports, listed under Time Management.

This is not the same screen as Team → Reports. Two menu entries in the same group are called Reports. This one is about people and hours: who worked, how long, what it cost, and when nobody was on duty. The other one, one level up at Team → Reports, is about website traffic, live chat performance and AI usage. The page heading here still reads Time Management Reports, which is a reliable way to tell you are on the right one.

The two controls at the top

Date range

Sets the period every number on the page is calculated over. It opens on the last month.

Shift type filter

A multi-select listing every shift type in the organization, all of them selected to begin with. Deselect the ones you do not want and every section below recalculates — useful for asking "how much chat duty did we actually cover", separately from training and back-office time.

Agent shift statistics

The three totals

Total Shifts

How many shifts were worked in the period, across everyone and every selected shift type.

Total Hours

The hours those shifts add up to.

Total Pay

What those hours cost: for each shift, hours × the shift type's multiplier × the hourly rate recorded on that shift.

The per-agent list

Below the totals, one row per person:

Their avatar and username
How many shifts they worked
Their total hours
Their average shift length
Their total pay

Busiest first. The list is sorted by total hours, highest at the top. Only the first few people are shown; Show all agents expands the rest.

Clicking through to one person

Click an agent and the All Shifts page opens, already filtered to that person and carrying the same date range — so you go from "Anna worked 74 hours" straight to the individual shifts behind that number.

Agent daily hours

How the table is laid out

One row per agent, sorted alphabetically by name
One column per day in the selected range
Cells are clickable

What a cell shows

The hours that agent worked that day, formatted like 8.5h
Colored dots for the shift types involved
A dash when they did not work

What the day detail shows

Clicking a cell opens that day's shifts in full: start and end time, duration, shift type, pay rate, whether the shift is finalized, its comments — and the shift's own log, so you can see every change that was made to it.

Coverage: the two rows at the bottom

Total

Adds up everyone's hours per day and per shift type. Two people working the same four hours count as eight. Tooltip: "Sum of all agent hours worked".

Covered

Merges overlapping shifts, so the same four hours worked by two people count as four. Tooltip: "Time periods when at least one agent was working". Coverage is worked out separately for each shift type.

Read the two rows together. Total answers "how much did we pay for". Covered answers "how many hours was somebody actually there". When Total is far higher than Covered, people are stacked on the same hours; when Covered has gaps, nobody was on duty at all.

What people use this page for

See who is carrying how much, spot the busiest periods, and staff accordingly.

Before you rely on the numbers

Look weekly, not monthly. Coverage gaps are easy to fix the week after and impossible to fix a month later.

Finalize first. Pending shifts can still have their times and pay rates changed, so a payroll figure taken before finalization can move afterwards.

Pay is priced at today's multiplier. The shift type's rate multiplier is not frozen onto past shifts, so changing a multiplier changes what this report says about periods that are already closed.

Do it by asking:get_shift_report returns the same figures in a single call through Copilot or an MCP client — per-agent totals, organization totals, per-shift-type totals, and optionally the day-by-day breakdown with the same man-hours-versus-covered-hours split. Try "how many hours did each agent work last month?" See Time Management Tools.