Office Agent Scheduling

What it is

Office Agent Scheduling is the weekly shift board for the people who work in your office. Open it at Settings›People›Office Agent Scheduling. You get one row per active office agent and one column per day, Monday through Sunday. Click any square to set that person's hours for the day, mark the day off, or log a one-time exception such as time off or a sick day.

Two things are worth knowing before you set anything up:

When to use it

• A new office agent starts and you want their standing hours on record.
• Someone books time off, calls in sick, or works different hours for one day.
• You want to confirm that every hour your business is open has someone scheduled.
• Seasonal or summer hours change and you need to move several days for one person quickly.
• You want to set how many minutes late counts as a late arrival for time tracking.

Before you start

• Admin access. Settings›People›Office Agent Scheduling is admin-only. Anyone without admin access is sent back to the Dashboard.
• Active office agents. Only active office agents appear as rows. Add or reactivate people first at Settings›People›Team Members.
• Business hours (needed only for the coverage check). Set them at Settings›Business›Company Settings›Business Hours. Without them, the coverage panel just says "Set up business hours in Company Settings to enable coverage gap detection."
• Permission for the team's read-only view. Turn on Office Agent Schedule (in the Management group) at Settings›People›Team Roles for any role that should see the schedule.

Step-by-step

Set someone's weekly hours

1. Go to Settings›People›Office Agent Scheduling.
2. Use the arrows on either side of the date range to move week to week. Today jumps back to the current week.
3. Find the person's row and click the square under the day you want.
4. In the Edit Schedule window, pick a shift with the Quick Templates buttons (9-5, 8-4, 10-6, 7-3, 12-8), or type your own Start Time and End Time.
5. To mark the day as non-working every week, switch on Day Off instead. The time boxes disappear.
6. Click Save Schedule. A "Schedule updated" message confirms it saved.

Copy one shift to several days

1. Click Bulk Edit in the top right.
2. Pick one person from the Office Agent list. Bulk Edit fills in many days for one person — it does not set several people at once.
3. Tap the days you want under Days. Mon–Fri are already selected; tap a day to add or remove it.
4. Set Start Time and End Time.
5. Click Apply Schedule. You will see "Bulk schedule applied" and the grid fills in.

Log time off or different hours for one date

1. Click the square for that person and that date.
2. Click Add one-time override instead at the bottom of the Edit Schedule window. If the date already has an exception, clicking the square opens it straight away.
3. Choose an Override Type: Day Off, PTO, Sick, Holiday, or Custom Hours.
4. Choose Custom Hours if the person is working, just at different times. Two time boxes appear for that date only.
5. Add Notes (optional) if the reason helps the team — for example "Doctor appointment".
6. Click Save Override.

Check for uncovered hours

1. Click Coverage Gaps in the top right. The number on the button is how many uncovered stretches this week has.
2. The panel shows one card per day: your open and close times, then either Covered in green or the exact uncovered time ranges in amber.
3. Days you marked closed in Company Settings show "Closed" and are skipped.
4. Fix a gap by editing a shift or removing an exception, then look again. The heading reads "Fully Covered This Week" when nothing is left.

Day Off, PTO, Sick, and Holiday all count as no coverage for that person. Custom Hours counts as coverage for exactly the hours you entered.

Set late-arrival and early-departure rules

1. Click Settings in the top right to open Time Tracking Settings.
2. Grace Period (minutes) — how many minutes late someone can be before they are marked as a late arrival.
3. Early Departure Threshold (minutes) — how many minutes early counts as an early departure.
4. Use Scheduled End as Logout — when this is on and no logout is recorded, the shift end time is used instead.
5. Click Save Settings.

Remove a shift or an exception

• Clear Schedule (in the Edit Schedule window) removes the repeating shift for that weekday. The square goes back to a dash.
• Delete Override (in the Schedule Override window) removes just that date's exception. The person's normal repeating shift applies again.

How to check it worked

Read the squares in the grid. Each one tells you what is set:

Then confirm the result two more ways:

1. Click Coverage Gaps and check the day cards. Green "Covered" cards mean the shifts you just saved line up with your open hours.
2. Open Office Agent Schedule from the main sidebar — that is the view your team sees. Use the All Agents tab for the whole week at a glance, and My Schedule for a day-by-day card list of your own week.

Common mistakes

Expecting the schedule to route calls or leads

Marking someone off does not stop calls, leads, or tasks reaching them. Change call routing in Call Groups or Teams instead, and reassign open work by hand.

Editing the shift when you meant one day

Changing Start Time and End Time in the Edit Schedule window changes that weekday for every week, including weeks you already looked at. For a single date, always use Add one-time override instead.

Using Bulk Edit for the whole team

Bulk Edit handles one person across many days. To set five people, open it five times and pick a different name each round.

The coverage panel is empty

The check compares your team's shifts against your open hours, so it needs business hours first. Set them at Settings›Business›Company Settings›Business Hours.

Someone is missing from the grid

Only active office agents get a row. Check the person at Settings›People›Team Members and make sure they are still active.

Overnight shifts are not counted

A shift that ends after midnight — 8:00 PM to 2:00 AM, for example — is skipped by the coverage check, so the evening will look uncovered. Split it into two entries or treat that day's result as a known exception.

The team cannot find the schedule

Turn on the Office Agent Schedule permission at Settings›People›Team Roles. If it is already on and the tab is still missing for one person, they may have hidden it themselves under Settings›My Account›Account Settings›Sidebar tabs.