Schedules and planned shifts (Team Management)

Overview

Schedules are reusable weekly templates that describe the expected journey of your operation inside the Conversa Labs Team Management module. Each schedule has a name, a timezone and an active flag. From a schedule you generate planned shifts over a date range: the platform materializes the recurring weekly blocks into concrete, dated shifts.

Those planned shifts become the expected baseline — the "when the agent should be working" — that schedule adherence compares against the live status timeline. In other words, the schedule defines the plan, generation turns the plan into dated shifts, and adherence measures how closely the real presence matched that plan.

In this version, the Schedules screen manages the template (name, timezone, active) and triggers shift generation. The per-weekday recurrence block map is authored via the API for now (the model and the generation job already consume it). A visual weekly editor is a future iteration.

Prerequisites

• The Team Management module is optional and must be enabled for your account. If you can't find the Team Management area, ask an administrator to turn it on.
• The Schedules tab lives in the Team Management settings and is available to administrators (and to custom roles granted the Team Management permissions).
• The per-weekday recurrence blocks (the repeating hours) are authored via the API in this version — the screen manages the template (name / timezone / active) and shift generation.

Step by step

Create a schedule

1. Open Team Management → Settings → Schedules.
2. Click Add.
3. Enter a Name (e.g. "Business hours Mon–Fri").
4. Choose a Timezone — shifts are generated in this timezone, so use the team's working timezone.
5. Leave Active on (or turn it off to keep the schedule as a draft).
6. Click Save.

Generate shifts from a schedule

1. On the schedule row, click Generate shifts (calendar icon).
2. Pick a start date (from) and an end date (to) for the range.
3. Click Generate shifts. Generation runs in the background; planned shifts are materialized for the whole range from the schedule's recurring blocks.

Edit, deactivate or delete

• Use the pencil to edit the name, timezone or active flag.
• Turn Active off to show the INACTIVE badge: the schedule is kept but no longer used as a reference.
• Use the trash to delete the schedule.

Settings & options

Monitored scope on generation

Shift generation materializes shifts only for monitored agents. If an agent assigned to a template leaves monitoring, already-generated shifts are preserved — only future generations skip them — and the schedules list shows an amber warning with how many of the template's agents are outside monitoring.

Use cases

• Model a standard weekday journey and generate a whole month of shifts at once.
• Keep a separate schedule for weekend coverage with a different set of blocks.
• Prepare the expected baseline that feeds each agent's schedule adherence.
• Park a deactivated schedule as a draft until you validate the hours before generating.

Tips, limits and best practices

• Generation is asynchronous (it runs in the background) — shifts appear shortly after you confirm.
• The Generate shifts button only enables once both dates (start and end) are filled in.
• Generate one range at a time and avoid overlapping ranges to prevent duplicate planned shifts.
• Set the schedule's timezone to the team's working timezone — that's how adherence compares expected against actual correctly.
• The adherence target is configured in the General tab of the Team Management settings, not on the schedule.

Troubleshooting

• I don't see the Schedules tab — the module isn't enabled for the account, or you aren't an administrator.
• The Generate shifts button is disabled — fill in both the start date and the end date.
• I can't save the schedule — the Name field is required.
• Generated shifts don't affect adherence — check that the per-weekday recurrence blocks were authored via the API, that the timezone is correct, and that agents are monitored with an expected journey set.

See also

• Team Management overview — the big-picture view of the module.
• Monitoring board — the team's live status that adherence uses as the actual baseline.
• Statuses & breaks — the status catalog with timers and limits behind the timeline.
• Queues — group agents and inboxes with a distribution policy.
• Monitored agents (enrollment) — who appears on the board and the expected daily journey.