Documentation

Shift Types

The categories a shift can be — each with its own pay multiplier, color, chat-duty flag, and the list of people allowed to use it.

Where to find it

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

What a shift type is

A shift type is a category you define once and then pick every time someone clocks in. It decides what the shift is called, what color it appears in, whether it counts as being on chat duty, and — most importantly — what the hours are worth.

Examples you might create: regular live chat, covering for someone else, an emergency call-out, back-office work, training.

What each setting does

Rate multiplier

Multiplies the person's hourly rate for shifts of this type. 1.0 is normal pay, 1.5 is time-and-a-half. Pay is worked out for you — nobody calculates overtime by hand.

Color

Colors the shift wherever it appears, so categories are distinguishable at a glance in the tables and reports.

Chat availability

Marks the type as Chat Duty or Other Work — the difference between time spent answering customers and time spent on everything else.

Who may use it

Each type carries a list of people allowed to clock into it. This is a real restriction, not a display filter.

How shift types reach agents

Who can do what

  • Anyone with the Shift Types permission can create, edit and delete types
  • Everyone else simply sees the types they were granted when starting a shift

Where an agent picks one

The quick way — hover Start shift in the user menu at the bottom of the sidebar. View documentation

Managing shift types

Creating one

Click "Add Shift Type"

This creates a type immediately, named New Shift Type, and opens its edit page. Nothing is lost if you change your mind — delete it from the list.

Fill in the settings

Name, Rate Multiplier, Chat Availability (Chat Duty or Other Work) and Color.

Choose who may use it

Tick people in the User Permissions section, or use Select All, then save.

Editing one

Find it in the list

The table shows every type with its multiplier, chat availability and color.

Open it

Click the type's name, or the edit action on its row.

Change what you need

Any of the settings, and the list of people allowed to use it.

Save

Changes apply immediately.

Changing the multiplier changes past pay too. The multiplier is not copied onto each shift — every shift of this type, including shifts already finalized, is priced with whatever the multiplier says today. Change it and the recorded salary of every past shift of that type moves with it. The hourly rate is stored per shift, so that part of the calculation stays where it was.

Who is allowed to use a type

There are two places to set this, and they edit the same thing:

Open the type and use its User Permissions section — "Select which users are allowed to use this shift type". Best when you are setting up a new type and granting it to several people at once.

Things worth knowing

Start with two or three. A "regular" type and an "other work" type cover most teams. Add specialised ones when you actually need to tell them apart in a report.
Check the multiplier before you save. It multiplies real wages. A 2.0 means double pay for every hour recorded under that type — past hours included, as described above.
Taking a type away stops people using it. The restriction is enforced when the shift is created, not just in the menu — so removing someone from a type they clock into daily will block their next clock-in.