Shift Types
Categorize and configure different kinds of work shifts to streamline time tracking and payroll management.
What Are Shift Types?
Shift types are customizable categories that define different kinds of work shifts within your organization. Each shift type can have unique properties that affect pay calculations, visual identification, and operational tracking.
Why Shift Types Are Useful
Shift types provide structured organization and automated calculations that make time management more efficient:
Payroll Automation
Configure rate multipliers to automatically calculate different pay rates. For example, overtime shifts can be set to 1.5x normal pay without manual calculations.
Visual Organization
Color-code shift types for instant visual identification across your dashboard, making it easy to distinguish between different work categories at a glance.
Operational Tracking
Track chat availability to distinguish between shifts focused on live customer support versus other types of work or training.
Agent Permissions
Control which shift types each agent can access, ensuring they only see and start shifts appropriate for their role.
How Shift Types Appear
Permission-Based Access
Shift types appear differently based on user permissions:
- Administrators can create, edit, and delete shift types
- Agents see only the shift types they're permitted to use
In Shift Management
Agents can start shifts using permitted shift types in two ways:
Quick access from the user menu dropdown. View documentation
Full shift management interface. View documentation
Managing Shift Types
Creating New Shift Types
Click "Add Shift Type"
Use the blue button to create a new shift type
Configure Basic Properties
- Name: Descriptive title (e.g., "Regular Live Chat", "Emergency Shift", "Operations")
- Rate Multiplier: Pay calculation factor (1.0 = normal pay, 1.5 = time-and-a-half)
- Color: Visual identifier for the shift type
Set Availability Type
Choose whether this shift type is for "Chat Duty" (live customer support) or "Other Work"
Editing Shift Types
Find the Shift Type
Browse or search for the shift type you want to modify
Click Edit or Name Link
Click the edit icon or click directly on the shift type name
Modify Settings
Update any of the configurable properties and permissions
Save Changes
All changes take effect immediately across existing and future shifts
Setting Agent Permissions
Control which shift types each agent can access:
Edit permissions directly when editing a shift type
Set available shift types for each agent. View organizations documentation