Documentation

Shifts

Track work hours, run shifts and calculate pay for your team — where Shifts lives in the menu and what each of its four screens is for.

Where to find it

Shifts is in the left menu under Team. Opening it reveals four entries, in this order:

  • All Shifts — every shift worked by everyone in the organization
  • My Shifts — your own shifts, and the button that starts one
  • Shift Types — the categories a shift can be, with their pay multipliers
  • Reports — hours, pay and coverage totals across the team
This feature used to be called Time Management, and two things kept that older name on purpose. Its web addresses are unchanged (/dashboard/time-management/…), so old bookmarks still work. And in the permission list an administrator picks from, the group is still spelled Time Management, with All Shifts, Shift Types and Reports underneath it. Menu says Shifts, permission says Time Management — same feature.

What Shifts does

Shifts records when people are working and turns that into hours and pay. An agent clocks in and out and watches their own hours add up; an administrator reviews the whole team's shifts, sets pay rates, locks shifts for payroll and pulls the totals.

For agents

Start and end shifts, add a note to a shift, correct a start or end time, and watch your hours and pay update as you work.

For administrators

See every agent's shifts on one page, edit times and pay rates, finalize shifts for payroll, and read the audit trail behind any change.

Pay calculated for you

Pay is hours worked × the shift type's rate multiplier × the hourly rate on that shift. Nothing is calculated by hand.

A live timer and a full log

A running shift shows a live timer. Every start, end, time change, rate change, comment and finalization is written to the shift's log with who did it and when.

How to start a shift

There are two places to start one — the quick way and the detailed way.

From the user menu at the bottom of the sidebar:

  1. Click your avatar in the footer of the left sidebar
  2. Hover over Start shift to see the shift types you may use
  3. Pick one
  4. The shift begins immediately and the timer starts

Some shift types require you to be online. If the one you pick does, Yaplet asks whether to set your status to online before starting.

You can only start a shift type you were assigned. The two routes differ in what they offer you. The Start shift menu in the sidebar lists only the types an administrator granted you. The dialog on the My Shifts page is not filtered — it lists every type in the organization — so you can pick one you were never granted, and the refusal arrives when the shift is created: "You are not allowed to use this shift type". Either way the rule is enforced on the server, so nothing you were not granted can slip through.

The four screens

All Shifts

The administrative view: every agent's shifts, editable times and pay rates, finalization, bulk actions and audit logs.

My Shifts

Your own shifts, your hours and your pay, with the buttons to start, end, annotate and correct them.

Shift Types

The categories a shift can be — name, color, pay multiplier, whether it counts as chat duty, and who may use it.

Reports

Hours, pay and shift counts per agent over a period, plus a day-by-day table showing when the team was actually covered.

Do it by asking: clocking in and out, correcting a forgotten clock-out, recording a shift for someone else, finalizing for payroll and pulling the hours report can all be done through Copilot or an MCP client. See Time Management Tools.