How to Set Up Shifts on Telvoip

Follow the steps below to create a new shift template:

From the Dashboard, navigate to Account Settings and open the shift management section.

Click NEW TEMPLATE to create a new shift configuration. Enter a Shift Name, specify the Start Time and End Time for the shift, and then define the Break Time in minutes to indicate the allocated break duration for agents assigned to the schedule.

Choose a Color from the color picker to visually distinguish the shift from other schedules and templates.

Use the Active toggle to control the availability of the shift template. Active templates can be assigned to agents, while inactive templates remain stored but unavailable for scheduling.

Review all shift details to ensure they are accurate, then click SAVE to create the shift template.

Once saved, the shift template will be available for workforce planning and can be assigned to agents as needed.

Best Practices

• Use descriptive shift names that clearly indicate the schedule, such as Morning Shift, Evening Support, or Weekend Coverage.
• Assign unique colors to different shift types to make schedules easier to interpret at a glance.
• Include realistic break durations to support accurate workforce planning and agent availability tracking.
• Regularly review active shift templates to ensure they align with current staffing requirements and operating hours.
• Deactivate outdated shift templates instead of deleting them to maintain consistency and simplify future scheduling adjustments.
• Create separate templates for peak-hour, after-hours, and weekend coverage to ensure adequate staffing across all service periods.

Configuring Shift Adherence Settings

In addition to defining shift hours and break durations, you can configure adherence settings to help monitor agent attendance and schedule compliance.

From the Shift menu, click Adherence Settings and enter your preferred adherence parameters

Enter an Early Leave Grace Period to specify the number of minutes an agent may leave before the scheduled shift end time without triggering an adherence alert.

Configure a Late Start Grace Period to determine how many minutes an agent can be late before being marked as non-adherent, and also specify an Unscheduled Break Grace Period to define the allowable duration for breaks taken outside the scheduled break allocation.

Under Adherent States, select the statuses that should be considered compliant with the shift schedule. Available options include Online, Offline, Do Not Disturb, Active, and Inactive.

Choose an Alert Channel to determine how adherence notifications will be delivered. Alerts can be sent via Email or In-App Notifications.

Once all adherence settings have been configured, review the values and click SAVE to apply the changes.

Best Practices for Shift Adherence

To improve schedule compliance and maintain consistent workforce coverage, consider the following best practices when configuring shift adherence settings:

• Set reasonable Early Leave and Late Start Grace Periods that accommodate minor delays while still encouraging punctuality.
• Define Unscheduled Break Grace Periods that align with your organization's attendance and productivity policies.
• Carefully select Adherent States to ensure only appropriate agent statuses are considered compliant during scheduled working hours.
• Use Email or In-App Notifications to proactively alert supervisors when adherence thresholds are exceeded.
• Review adherence settings regularly to ensure they remain aligned with operational requirements, staffing levels, and service objectives.
• Monitor adherence reports and trends to identify recurring scheduling issues and opportunities for workforce optimization.