<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are Shifts and what can they be used for?</strong></p><p><strong>- How to Create Shifts</strong></p><p><strong>- Team Shifts</strong></p><p><strong>- Shift Visibility</strong></p><p><strong>- Shift Functionality</strong></p><p><strong><span style="font-size: 11pt;">- </span></strong><span style="font-size: 11pt;"><strong>Importing Shifts from Microsoft Teams</strong></span></p><p><span style="font-size: 11pt;"><strong>- Shift Clock In/Out</strong></span></p><p><span style="font-size: 11pt;"><strong>- Ad-Hoc Shifts</strong></span></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1831/" id="isPasted" target="_blank" rel="noopener noreferrer">Time Management</a></strong></li></ul><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">What are Shifts and what can they be used for?</span></strong></p><p>Shifts allow you to set the working hours of your agents based on flexible shifts rather than pre-set working hours. This is used when your agents do not have set working schedules but instead work in shifts, allowing you to assign and agents to view, shifts within Halo. Shifts help automate the re-assigning of tickets, when shifts are enabled only agents on shift will be assigned tickets when using load balance or round robin. It also triggers a warning when an appointment is booked with an agent outside their shift and sets the SLA for the ticket assigned to a shift agent accordingly. </p><p><br></p><p><strong><span style="font-size: 14pt;">How to Create Shifts</span></strong></p><p><strong><span style="font-size: 12pt;">Enabling shifts</span></strong></p><p>Before shifts can be created they first need to be enabled, head to Configuration > Time Management and check 'Enable Shifts'.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjYWJjZmJhLTJkYjItNDhlMi1iOTNmLTk2YmU5Zjc3MDE0MCJ9.bovd0EdSkcOP2BOcyEOQiaUtMp-HQJLluaan1RhvTBE" class="fr-fic fr-fil fr-dib" width="898" height="334"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable shifts setting</span></strong></p><p><br></p><p>Now this is enabled globally a new module area will be available in your instance called 'shifts', if this is not visible right away you will need to log out and back in for this to be visible. If this is still not visible you will likely need to adjust your navigation menu layout. </p><p><br></p><p>You will now need to enable shifts for each agent who will be using shifts. Head to Configuration > Teams & Agents > Teams > select an agent > Details tab, here check 'Enable Shifts'.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkZDdhMDE3LTFjZDgtNDZiOS05N2JmLTZmOTdkN2U1Mjg0MyJ9.tbaq9o7dqrvtntxLgJvlCmDnVgZvOixYFTJ53HnQRwk" class="fr-fic fr-fil fr-dib" width="632" height="394"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enable shifts option</span></strong></p><p><br></p><p>This will need to enabled per agent, it cannot be set against an agent role. </p><p><br></p><p>All agents will be able to see the shifts module regardless if this is enabled against their agent profile, visibility to this can be restricted using the agent's screen layout profile.</p><p><br></p><p><strong><span style="font-size: 12pt;">Creating New Shifts - </span></strong><span style="font-size: 12pt;"><strong>Standalone shifts</strong></span></p><p>To create a new shift head to the shifts module, this module behaves similarly to the calendar module. To add a new shift select the day on the timeline you would like the shift to occur on, then give the shift a name and start and end time.</p><p><br></p><p>There are some additional fields to fill in here too:</p><p><br></p><p><strong>Is recurring</strong> - Determines if this is a one off shift or a shift pattern that re-occurs, recurring shifts will be covered in the following section. </p><p><br></p><p><strong>Agent </strong>- Determines the agent assigned to this shift, this can be changed by editing the shift at any point. </p><p><br></p><p><strong>Shift Type</strong> - Categorises this shift using a 'type' types each shift type can be configured to show additional fields when creating the shift. </p><p><br></p><p><strong>Agent status</strong> - When this shift begins the agent assigned to the shift will have their status changed to this automatically when the shift begins. The agent can still change their status manually if they have permission to do so. </p><p><br></p><p><strong>Notes </strong>- Any notes regarding the shift can be left here. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0ZTYyZjMzLTZjMzMtNDFkOC1hOTg2LThhNjJiNzRhNmU1NSJ9.9PDjbjqNzK1ipz3BKRz9xiHvXDwylIVsdk7N1TGpHUg" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 488.8px;" height="489"></p><p><strong><span style="font-size: 10pt;">Fig 3. New shift screen</span></strong></p><p><br></p><p>Additional fields can be added to the new shift screen, see the next section on how to do this. </p><p><br></p><p>Once saved, the shift will appear in the timeline against the agent it is assigned to.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwNDQxZTJjLWMyZTQtNDk5NS1iZDkxLTgwNzFmNGNlNWNmMCJ9.bqV2O3l0-EElNxbahZEj8zRvVZyKL4xmSmCZzgW-b9Q" class="fr-fic fr-fil fr-dib" width="977" style="width: 979px; height: 287.602px;" height="288"></p><p><strong><span style="font-size: 10pt;">Fig 4. Saved shift </span></strong></p><p><br></p><p>Shifts can also be cloned by selecting the shift you would like to clone and using the 'clone' button. When cloned you will prompted to enter the date/time you would like the shift to occur on. </p><p><br></p><p><strong><span style="font-size: 12pt;">Shift Types</span></strong></p><p>When shifts are <span style="font-family: Arial,Helvetica,sans-serif;">enabled</span> you will have two shift types out-of-the-box, 'Fixed shift' and 'On-call'. To edit these or create new shift types head to Configuration > Time Management > Shift Types > select a shift type. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiNmJhMDI1LTY4MjAtNDI0Yi04NWI2LTA2ZTAzNzNjMjE3MCJ9.2mORSwSBwvmScb8AYBPPgnyLVwUaIVN8LUiEfGlxeAw" class="fr-fic fr-fil fr-dib" width="1092" style="width: 1094px; height: 653.166px;" height="653"></p><p><strong><span style="font-size: 10pt;">Fig 5. Shift type configuration options</span></strong></p><p><br></p><p><strong>Override Calendar colour</strong> - When enabled you can choose the colour shifts of this type appear as on the calendar.</p><p><br></p><p><strong>Available as an ad hoc shift type</strong> - When enabled the Shift Type will be available to choose in the ad-hoc shift dropdown, this is covered in more detail in the Ad-Hoc Shifts section of this guide. </p><p><br></p><p><strong>Default agent status</strong> - The status chosen here will populate the 'Agent status' field on the shift by default when this shift type is selected. The status can still be changed manually when creating the shift. </p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Creating New Shifts - Recurring Shifts</span></strong></p><p>If you have patterns of shifts various agents fulfil you can create recurring shifts. These allow you to create the same shifts on a set schedule, rather than each individual shift needing to be created. </p><p><br></p><p>When creating recurring shifts a 'master' shift will need to be created, this determines the start and end times of the shift and the schedule the shifts are created on. The master shift cannot be edited once saved. 'Child' shifts will then be created from the master shift, which share the details of the master shift, the details of each child shift can be edited individually. </p><p><br></p><p>To create a recurring shift, create this in the same way as a standalone shift, but enable 'Is recurring' in the new shift screen. Now you will have the option to 'create schedule' for this shift, when this is selected the 'Create schedule' screen will appear. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ZGVjZjkwLTYxZTMtNDcxYS1iM2M5LTVlNDgxYzE2M2VkMSJ9.iAl2exG2LJxurBpw9BT4hD14NFTfqwvyUzxoG2TOhEU" class="fr-fic fr-fil fr-dib" width="951" style="width: 953px; height: 401.875px;" height="402"></p><p><strong><span style="font-size: 10pt;">Fig 6. Create schedule screen</span></strong></p><p><br></p><p>Here, you will configure when these shifts reoccur. </p><p><br></p><p>The 'Range of recurrence' determines how long this shift will reoccur for</p><ul><li>End date - when selected you can choose a specific date for the schedule to end. Useful when setting shifts per quarter</li><li>Number of occurrences - When selected you can choose how shifts will be created before the schedule ends. </li><li>No End - The shift will be scheduled indefinitely with no end. </li></ul><p>The 'Recurrence pattern' determines the pattern in which the shifts are created. </p><ul><li>Daily - A shift will be created every day at the chosen time. An interval can be set for the days the shift is created on, or you can limit this to only create on weekdays.</li><li>Weekly - When selected you can select the days of the week you would like the shift to be created on as well as the interval.</li><li>Monthly - A shift will be created on a chosen day of the month. An interval can also be set to determine if this is created every month (1) or at a chosen interval.</li><li>Yearly - A shift will be created on a chosen day of the year. An interval can also be set to determine if this is created every year (1) or at a chosen interval.</li></ul><p>Once you have set your schedule the calendar on the schedule screen will show when the shifts are due to be created. </p><p><br></p><p>In the Figure 7 example my schedule will create a shift every Monday, Tuesday, Wednesday and Thursday until the end of the year. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5Njc3ZTM2LTlhNDAtNDQ1OS1iNTc1LTcxMmQ3ZDE0Yzk2OCJ9.NMix1Kx5vLFsI3T25hMZB76BJoPXQ4XdkBSW4GWN45Q" class="fr-fic fr-fil fr-dib" width="990" style="width: 992px; height: 424.141px;" height="424"><strong><span style="font-size: 10pt;">Fig 7. Shift schedule example</span></strong></p><p><br></p><p>Once you are happy with your schedule save it, then save your shift details. These shifts will now appear in the timeline of the shifts module, note these may take a few seconds to be created and appear. </p><p><br></p><p><strong><em>Note: Once the recurring shift is created only a set number of child shifts will be made and visible on the timeline, even if more are due to be created. Once the oldest shift has passed the next shift will automatically be created. </em></strong></p><p><br></p><p>Now your shifts have been created you can assign each child shift to the relevant agent and also edit the details of each child shift as needed. </p><p><br></p><p><strong><span style="font-size: 14pt;">Team Shifts</span></strong></p><p>Team Shifts can be used when you have set shifts for each of your teams, this allows you to create a schedule of shifts per team as well as giving you additional visibility options. This allows you to create a schedule of shifts for the team against the 'Unassigned' agent then you can assign them out to each team member, being able to see which shifts for this team remain unassigned and need to be fulfilled. </p><p><br></p><p><strong><span style="font-size: 12pt;">Enable Team Shifts</span></strong></p><p>To enable this functionality head to Configuration > Time Management, check 'Enable Team Shifts'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllNmQ3NzMzLWIwYTMtNDFmNi1hZGNkLTNmZjdlYzMzODg5YiJ9.0JKzMpnSopEc2q1TFARHuOFKBy6TRoKV1dFvzyzcUqI" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 300.15px;" height="300"></p><p><strong><span style="font-size: 10pt;">Fig 8. Enable team shifts setting</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Create Team Shifts</span></strong></p><p>Once team shifts are enabled an additional 'Team' field will appear when creating a new shift. Team shifts can be created within the shifts module as described above but additionally assigning a team to the shift you have created.</p><p><br></p><p>Typically a schedule of team shifts will be created assigned to 'unassigned', allowing you to see all the unassigned shifts for the team that need fulfilling. Then you can work through these shifts and assign each shift to specific team members.</p><p><br></p><p>Team shifts can also be created within a team themselves under Configuration > Teams & Agents > Teams > select a team you would like the shifts to apply to > Shifts tab. Add to the shifts table here and you can configure a recurring shift for this team. Any shifts created in the shifts module but assigned to this team will also appear here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3MTllZGMyLTRjYWMtNDkzMy04NjRlLWUzZDRlYTcxOWMyYSJ9.hJCoOWKdQBjFRItJJ_OYYyaDw4MsCVzThcvPsGE1unY" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 399.409px;" height="399"></p><p><strong><span style="font-size: 10pt;">Fig 9. Teams shifts under a team</span></strong></p><p><br></p><p>Once a recurring shift has been created for a set team, the team set on the master shift will be applied to all children and this cannot be changed against the children. Therefore, if you have team shifts enabled and would like to create a recurring shift that is not team specific ensure you leave the 'Team' field blank. </p><p><br></p><p>Even if a shift is assigned to a specific team any agent (regardless of team) will still be able to be assigned to this shift. But if you are going to assign an agent to a shift outside of their team you will need to check their appointment visibility settings to ensure they can see this.</p><p><br></p><p><strong><span style="font-size: 12pt;">Assigning Team Shifts</span></strong></p><p>Now a team shift schedule has been created you can assign the shifts out to members of this team. The view in the shifts area can be filtered to make this process easier, in the filter menu on the left hand side, toggle the 'Team Shifts' filter so it only shows the shifts for agents in a chosen team. In the Figure 10 example I have set this to only show shifts for the 'Projects' team, this will change the calendar view so only shifts for agents in this team show. If the shift is assigned to this team but assigned to 'unassigned' it will show here. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0ZDY0MTUxLTU5Y2UtNDllYS04YjAyLTFlZjIzMDlmZDIyNCJ9.hMaWQHHfGPBLicTUq1aZU25kcxdZWZfDGcTaznvNqzo" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 411.7px;" height="412"></p><p><strong><span style="font-size: 10pt;">Fig 10. Filter shifts by team</span></strong></p><p><br></p><p>Now I can see all the shifts for the project team that have not been assigned to an agent. I can work through these, selecting and editing each shift to assign it to an agent. </p><p><br></p><p><strong><em>Note: If a shift for this team is assigned to an agent that is not in this team the shift will no longer be visible when viewing the shifts for the project team. It will be visible against the agent it is assigned to. </em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Shift Visibility </span></strong></p><p>Once an agent has been assigned to a shift they can view their shifts in both the shifts module and in their calendar. The shifts they see will be determined by the agent permission 'Visibility of Appointments', found in Configuration > Teams & Agents > Agents > select an agent > Permissions tab. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzYWYwM2UxLTJkNDQtNDQ1Yi04ODQxLTA0Mzc3YTAwNTY3YiJ9.ftyGjjmbVpUazNaXfizMCmdXUSwFivcxWMdZXxGrxS8" class="fr-fic fr-fil fr-dib" width="605" height="401"></p><p><strong><span style="font-size: 10pt;">Fig 11. Visibility of Appointments setting </span></strong></p><p><br></p><p>For example, if this is set to 'Can View Team Appointments Only' the agent will only be able to see their shifts and the shifts assigned to their team members. </p><p><br></p><p>For an agent to see their upcoming shifts in the shifts module they will need to head into the shift module and ensure they are a selected agent under 'Agent Calendar'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3MWIyZDM0LTBjYjQtNGM5Yy1hMzk5LWI4OWZmZjQ0YzlhNSJ9.Nh2HSFvO4SxH-462y-I1ZnZRptCwAU-wxJTWJQWtufk" class="fr-fic fr-fil fr-dib" width="778" style="width: 780px; height: 599.512px;" height="599"></p><p><strong><span style="font-size: 10pt;">Fig 12. Selected agent to show on calendar</span></strong></p><p><br></p><p>The agent can toggle the team dropdown under the 'Agent Calendar' heading to filter the agents that appear in this list by team. </p><p><br></p><p>They can also filter which shift types appear on the calendar by using the 'Shift types' selection. They can also filter the shifts that appear based on the team they are assigned to using the 'Team shifts' dropdown. This is useful is an agent is in multiple teams and would like to only see the shifts they have for a particular team that week. </p><p><br></p><p>The view of shifts can also be filtered to only show holiday appointments and only show the master shifts. To toggle this filter use the cog icon next to the 'Agent Calendars' heading. To have only the master shifts show ensure 'show only recurring master shifts appointments' is checked, if this is checked none of the child shifts will show, only the masters. To have holidays show ensure 'Show Holidays' is checked. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwMWMxNzcxLWZmMWUtNGRiYi05ZmY2LTc3NjAwYmMyMzhlYiJ9.0X5mg-y28e_Duz4yzBdig5iZWzTwwW1p_nXV5WBCkYs" class="fr-fic fr-fil fr-dib" width="285" height="360"></p><p><strong><span style="font-size: 10pt;">Fig 13. Filter shift calendar</span></strong></p><p><br></p><p>For an agent to see their upcoming shifts in the calendar module they will need to head into the calendar module and toggle the agent calendar to show shifts by pressing the cog icon, seen in Figure 13. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjNzYwYzY0LTVhZTgtNGY3My1hYzVjLTJjYjcwZGFjNTkyOSJ9.ly4TgUN7x4D_J0Hiy0DA7uX82iNnZwXF60qdH3GVWSM" class="fr-fic fr-fil fr-dib" width="708" style="width: 710px; height: 666.635px;" height="667"></p><p><strong><span style="font-size: 10pt;">Fig 14. Show Shifts option in agent calendar</span></strong></p><p><br></p><p>You can '@' mention agents within the notes of a shift appointment, like within the calendar appointment below. This is useful for agents to mention a team to ask for cover, or inform them of any changes. Upon the notification sending out, clicking on it will open the appointment details where the note can be viewed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0NWY1OGIwLTZiY2MtNDEwOS1iOWI5LTEyOGI5ODZlMzA5NCJ9.uUHehZMoBeN7dcLQv3xTxfSWE7EQA0IJbBHoq5pPBf0" class="fr-fic fr-fil fr-dib" width="1007" height="763"></p><p><strong><span style="font-size: 10pt;">Fig 15. Mention on an appointment.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Shift Functionality </span></strong></p><p><strong><span style="font-size: 12pt;">Automatic Ticket assignment</span></strong></p><p>When using shifts automatic ticket assignment, such as load balance and round robin can take into account if the agent is on shift. Allowing agents to be excluded from load balance and round robin if they are not on shift. </p><p><br></p><p data-pasted="true">Automatic Ticket assignment, such as load balance and round robin is used in conjunction with agent statuses. In order for an agent to be assigned a Ticket they need to be in a Status that allows assignment. Therefore, to configure shifts to include agents in assignment when they are on shift and exclude when they are not, each shift will need to move the agent into a Status that allows assignment when the Shift starts.</p><p><br></p><p>This is done using the "Agent Status" field against the shift. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNDRjNDAzLWE0YzQtNDM3My1hYmVmLTQ5N2QyMWEwZjEzOSJ9.5YBA6Qfz1fPj3xKk6H8_EXyt0-EBOR7W31bCgxCohMQ" class="fr-fic fr-fil fr-dib" width="512" style="width: 514px; height: 581.977px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 16. Agent Status to give agent when the shift begins</span></strong></p><p><br></p><p>The status chosen here must have "Include Agents with this Status in Load Balance and Round Robin" enabled for the agent to be included in automatic ticket assignment. For more information on configuring agent statuses checkout our guide <a href="https://usehalo.com/haloitsm/guides/2390" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p>When the agent's shift ends they will then need to change their status to one that does not allow assignment again. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhN2FhOTk2LWU5ZWYtNGMzOC04OTNjLWJiOWE2NGY2YjI2OCJ9.qKy8oQdiudFvlhlujk9l-_FEtt6NZnBjwKxEr0nfwE4" class="fr-fic fr-fil fr-dib" width="635" style="width: 637px; height: 482.099px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 17. Agent changing their status</span></strong></p><p><br></p><p><strong><em>Note: You could also create an off-shift appointment/shift that changes the agent's status automatically after their shift. </em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Appointments</span></strong></p><p>When an appointment is scheduled with an agent using shifts (agent resource booking) an appointment can still be scheduled outside their shifts hours. However, the person scheduling the appointment will receive the pop-up warning shown in Figure 18 to warn that this appointment is outside of the agent's shift. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlOWUwZTQ5LWIzODUtNGRlZS1iNjZiLTk4Zjk5MmY0YjhlNiJ9.NTc9Rov2sI7CMZy2TdL1VtP7N6_t0CjPZGeoG3yni0g" class="fr-fic fr-fil fr-dib" width="613" style="width: 615px; height: 167.332px;" height="167"></p><p><strong><span style="font-size: 10pt;">Fig 18. Appointment outside agent working hours warning</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Time tracking </span></strong></p><p>When using shifts the agent's shift hours will be taken into account on their timesheets. If an agent is scheduled to be on shift, the start and finish time against their timesheet will be taken from their scheduled shift. The rest of the time tracking metrics populate as follows:</p><p style="margin-left: 20px;"><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" data-pasted="true">Target Hours - The duration of the scheduled shift minus the Agent's 'Lunch Break Duration'.</span></p><p style="margin-left: 20px;">Hours Worked - The duration (in hours) of the shift. If break time is logged this will be the duration of the shift minus the break time taken.</p><p style="margin-left: 20px;">Hours Logged - The total amount of time the agent has logged (on tickets) that day.</p><p style="margin-left: 20px;"><br></p><p><strong><span style="color: rgb(235, 107, 86);">Important: When using clock in/out functionality Timesheets values (Hours Worked) will populate differently.<br></span></strong></p><p style="margin-left: 20px;"><br></p><p data-pasted="true">To ensure these values are calculated correctly head to Configuration > Time Management > enable "Calculate Target Hours using Shift hours for Agents using Shifts". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjNmQwNzA3LTI0NDktNGNlMi04NjZkLWU3M2NmNjU2ODEzMCJ9.UDPtXm4SdyuMMOeBkQyd5wOgjuqLPnSTDEUgnLSNXPE" class="fr-fic fr-fil fr-dib" width="579" style="width: 581px; height: 453.531px;" height="454"></p><p><strong><span style="font-size: 10pt;">Fig 19. Calculate Target Hours using Shift hours for Agents using Shifts</span></strong></p><p><br></p><p>The 'Hours Worked' time should not change, unless time is logged outside of the agent's shift, if this happens the 'Hours Worked' calculated changes to account for the additional hours the agent has been online. Hours worked will be, the duration between the Agent logging their first Action and last Action. To ensure 'Hours Worked' remains as the duration of the Shift, ensure agents only log time during a scheduled Shift. </p><p><br></p><p>In the below example Amir Said was scheduled to be on shift between 9am and 6pm on Monday (this was yesterday so the shift is now complete).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2ZmQ3ODU5LWEyN2MtNDg5Zi05YWEwLTE1Y2E0NGE0NmUyOSJ9.bu4r-xPCMsKSlYn8JYIAC5_z9jumvtmdA0FQyU53FiQ" class="fr-fic fr-fil fr-dib" width="818" height="325"></p><p><strong><span style="font-size: 10pt;">Fig 20. Shift schedule example</span></strong></p><p><br></p><p>Their timesheet will look as shown in Figure 21. Target hours will be 8 as the shift is nine hours long but the agent has one hour lunch break (9-1=8). Hours worked will be 09:00 as the shift was nine hours long. Hours logged is 07:20 as 07:20 of time has been logged during this shift. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0NDYwOWE3LTAxNGMtNDVjMC1iMGRiLTljNzBlNzg3NmJjZCJ9.ulbeBgyRYNF3fQ0Y_eHW3iIoHCov78JB5R3B9elJAzw" class="fr-fic fr-fil fr-dib" width="1830" style="width: 1832px; height: 897.175px;" height="897"></p><p><strong><span style="font-size: 10pt;">Fig 21. Timesheet example </span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Shifts from Microsoft Teams</span></strong></p><p>If you are using the Microsoft Teams integration in Halo you can import your shifts from teams into Halo. Shifts in teams will need to be assigned to a user before they can be imported. The shifts will then be assigned to the respective agent in Halo when imported but the agent must be synced with Microsoft Entra ID and have the setting "Enable Shift Imports" turned on against their account. </p><p><br></p><p>To enable shift imports head to configuration > integrations > Microsoft Teams > Shifts tab (this tab will only appear if you have shifts enabled). Enable the setting 'Enable shift imports', this will show the connection details. Now you will need to create an Azure application. Set the authentication method to your preferred method and set the 'Authority' field to 'Microsoft Graph Global service' (This Microsoft API is currently only supported for the Global Service Authority). </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwNzQzNWQ2LWI0NzktNDhkOC04NGY4LTk1Zjk1YjVkMTU0MiJ9.SaRgF4cGfobZCLR6cdBrkDEEYudZxssZ2ITyfxkyplA" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 551.88px;" height="552"></p><p><strong><span style="font-size: 10pt;">Fig 22. Azure application details </span></strong></p><p><br></p><p>When setting up your Azure application you will need need to set the redirect URI to be "https:/YOURHALODOMAIN/authcallback" but the specific URI to use can be found on the setup page for the integration in Halo. </p><p><br></p><p>The Azure application will need the following Graph API permissions:</p><ul><li>Delegated<ul><li>Group.Read.All</li><li>Team.ReadBasic.All<p><br></p></li></ul></li><li><p>Application</p><ul><li><p id="isPasted">Schedule.Read.All</p></li><li><p id="isPasted">Schedule.ReadWrite.All</p><p><br></p></li></ul></li></ul><p id="isPasted">Admin consent will need to be granted for some of these permissions. </p><p><br></p><p>Once created add the application details into the setup page in Halo and authorise the application. The additional setup will now be visible.</p><p><br></p><p>There are two methods in which shifts can be imported, using webhooks or the integrator.</p><p><br></p><p id="isPasted">Before you import any shifts you will need to ensure the agents that you are trying to import shifts for have shift imports enabled. To do this select the 'Enable shift imports for Agents' button on the setup screen, select the team of agents you would like to enable this for, then hit save, this will enable shift imports for all agents in this team. </p><p><br></p><p><strong><em>Note: Agents shifts are being imported for will need to be synced with Microsoft Entra ID. This allows the user of the shift to be matched to the respective agent in Halo. If shifts are not importing for certain agents ensure these agents are syncing with Entra.</em></strong></p><p><br></p><p><strong>Webhooks</strong></p><p>When using webhooks shifts will be imported as soon as they are created, deleted or updated in teams. To create the webhooks for the import add a mapping to the 'Team Mappings; table. By adding a mapping to the table webhooks will be created to automatically import the shifts for this team when any changes are made. In the below example only the shifts for the Documentation and Infrastructure team will be imported. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4NTIxMWU3LTRjYmItNGI1YS04NDM1LWJlNjNiYTk0YTZkZiJ9.LxWfIWMJJoihqfFoo_InAFIhwfPrPq5ByIZLk6UXu48" class="fr-fic fr-fil fr-dib" width="1355" height="409"></p><p><strong><span style="font-size: 10pt;">Fig 23. Team mappings to create webhooks</span></strong></p><p><br></p><p><strong>Integrator</strong></p><p>To have shifts imported on a scheduled basis using the Halo integrator check 'Enable the Halo Integrator for the Microsoft Teams integration', this will automatically import shifts on a daily basis using the Halo integrator. You can have the integrator enabled in addition to using webhooks as additional assurance that shifts have been imported. </p><p><br></p><p>Teams shift groups can also be mapped to a Halo shift type, this allows teams shift groups to be imported with a specified shift type in Halo. To do this add a mapping to the shift type mappings table. </p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Shift Clock In/Out</span></strong></p><p>Agents can clock into Shifts from the "Time Management" pane. Time Management and Shifts must be enabled, and the agent must have "Enable Shifts" set on their agent profile.</p><p><br></p><p>Check "Enable clocking into and out of Shifts" in Configuration > Time Management, when enabled, additional options for this will show.</p><p><br></p><ul><li><strong>Maximum number of minutes early somebody can clock into a Shift:</strong> Allows agents to clock into the Shift before the official start time. They are not able to clock in any earlier than the minutes entered here. </li><li><strong>Allow Agents to take a Break mid Shift, and set them to the following Status:</strong> Allows agents to take a break during the Shift, and changes the agent's status to the status chosen here when they begin the break. </li><li><strong>When ending a Shift, set Agent's Status to the following Status:</strong> Changes the agent's Status after the agent clocks out of the shift. </li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkZjZjYjVkLTM1MzQtNGQ4OS1hYWVlLTc2NDM1ZDk1YTIzNCJ9.X-l1NQKHfweI5VCYe-bgfqRRZsgWHosFIl3kKHNYT78" class="fr-fic fr-fil fr-dib" width="1210" style="width: 1212px; height: 712.941px;" height="713"></p><p><strong><span style="font-size: 10pt;">Fig 24. Shift configuration</span></strong></p><p><br></p><p>To clock into a shift agents will need to open the "Time Management" side pane (with the clock icon) in the top right of the screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwYTFkM2RiLTU2MmEtNDUwYS05ZjkzLTA4NDg5MzA0ZTc0MyJ9.-8bDRrVdvtCIhUe3Z8z7oMvIPd-qLXsCgQb0oFJNlm4" class="fr-fic fr-fil fr-dib" width="346" height="733"></p><p><strong><span style="font-size: 10pt;">Fig 25. Shift clock in functionality.</span></strong></p><p><br></p><p>The agent can choose an upcoming Shift from the dropdown to clock into, this will show how long until the start time of the shift. The number set in "Maximum number of minutes early somebody can clock into a Shift" in Configuration > Time Management can allow them to be able to clock in before the start time. In this example, it is not set so the agent has to wait until the start time.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwMzM1ODMwLTgyZTktNDBhOC1iNTYyLTMwMWE2ZjQ3N2IxNyJ9.rypYWSisG5Yw3W0Ee3R_yu8P43TF_mBkPHOhFFVfWrc" class="fr-fic fr-fil fr-dib" width="349" height="736"></p><p><strong><span style="font-size: 10pt;">Fig 26. Upcoming shifts in the dropdown.</span></strong></p><p><br></p><p>Upon selecting a Shift from the dropdown, click "Start selected Shift" to clock in.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4NTFiM2U5LThmY2QtNDY3MS1iYTM2LTA5NzgzYzM0ZDNlOCJ9.ITDAfqupPX4j-uAektxk9MaOacVOxG95NyDm-RH8_-A" class="fr-fic fr-fil fr-dib" width="339" height="291"></p><p><strong><span style="font-size: 10pt;">Fig 27. Starting the shift.</span></strong></p><p><br></p><p>The Shift will then begin and show details such as start and end time. The agent can also "Start Break" here during the Shift if "Allow Agents to take a Break mid shift, and set them to the following Status" is set to anything other than "Disabled". If disabled, the button will not show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxOTQzNzBmLWVhMTgtNGMyMi1iZWY0LThkOTY1ZGM3OWJlNiJ9.ePUlvRZftgtkpRSFsSd0ynuVbY76awPrk6PhrvS6p40" class="fr-fic fr-fil fr-dib" width="333" height="250"></p><p><strong><span style="font-size: 10pt;">Fig 28. Starting a break.</span></strong></p><p><br></p><p>This will show a popup to select a "Break Type" and add a note.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkZTY0NTMwLTc2MDktNDQxMy04ZGZhLTY1MmE1MWZjOTMwYSJ9.0dVtP4HKMPrcOsSFN9Md83_QtvzCF4l3MtkBmYgsS7Y" class="fr-fic fr-fil fr-dib" width="710" height="339"></p><p><strong><span style="font-size: 10pt;">Fig 29. Selecting a break type.</span></strong></p><p><br></p><p>Upon saving, the break will begin. The agent can then "End Break".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1NTQxM2M3LTJlNTYtNGZiZC1hZGY4LWQ0ZDk0ZmQ1N2ZiMiJ9.K2t-pFbjYYxWKugVKfybp1OqJ1E6x7F4ZCxiz8qOkeQ" class="fr-fic fr-fil fr-dib" width="338" height="310"></p><p><strong><span style="font-size: 10pt;">Fig 30. Ending the break.</span></strong></p><p><br></p><p>After ending the break, the agent will be able to "End Shift".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0OWU5YjMwLTc3ODctNGU2Zi04ZDA4LWNjYWI0YTNmMWE1YSJ9.Zd7zjf13abvwShxJr6AwlDfB4HldQifkyZyNWjlTG64" class="fr-fic fr-fil fr-dib" width="340" height="297"></p><p><strong><span style="font-size: 10pt;">Fig 31. Ended shift</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Ad-Hoc Shifts</span></strong></p><p data-pasted="true">If Shift clock-in/out functionality is enabled, ad-hoc Shifts can additionally be enabled in Configuration > Time Management. These allow agents to log unscheduled shifts at any time, without needing the shift to be created in Halo first. Useful when an agent is working unscheduled overtime and when the shift schedule is not managed in Halo but you would like to use Halo to track when agents started/finished their Shift. When enabled, an agent can clock in and out of shifts at any time, this time will be stored in Halo. </p><p><br></p><p>To enable the use of ad-hoc shifts, enable this under Configuration > Time Management > "Allow clocking into ad hoc shifts". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3NzQ0NzQ1LTIyNDgtNGU2NS1hNGI1LTIxZGI4MzAzNDg2MSJ9.KO0t4IagAi30U-mNaKuA91oY3in5lRVra-bxugLt0HY" class="fr-fic fr-fil fr-dib" width="1056" style="width: 1058px; height: 474.679px;" height="475"></p><p><strong><span style="font-size: 10pt;">Fig 32. Allow clocking into ad hoc shits</span></strong></p><p><br></p><p>When enabled you will also be able to set the "Default length of ad hoc Shift in minutes" this sets how long ad-hoc Shifts will be if agents forget to clock out of of them.</p><p><br></p><p>When clocking into ad hoc shifts agents will need to choose which shift type to clock into, you will need to set which types are available to be used as ad hoc types. </p><p><br></p><p>In Configuration > Time Management > Shift Types, enable "Available as an ad hoc shift type" to allow this shift to be used as an ad hoc shift. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxODI4ZjA4LWQxNDQtNGI0Yi1iNDRhLTc2ZTZiN2RkNjcyZCJ9._ilVpWGOQUQTS43uzeEKrnebYedvwBd77Axhn6A_5aw" class="fr-fic fr-fil fr-dib" width="373" height="417"></p><p><strong><span style="font-size: 10pt;">Fig 33. Enabling a Shift Type to be ad-hoc</span></strong></p><p><br></p><p>Now, agents can clock into ad hoc shifts from the 'Time Management' side pane in the top right. Before they can "start ad hoc shift" they will need to choose the shift type to clock in with. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhOWZmNDhlLTNiMjYtNGZkYS05ZDRjLWI4NDQ4MjM2NWFmZiJ9.CNioehsM8Qda-n_g8yq5R8zpsbIx6OfCqPzOSw0Rtug" class="fr-fic fr-fil fr-dib" width="589" style="width: 591px; height: 700.089px;" height="700"></p><p><strong><span style="font-size: 10pt;">Fig 34. Start ad hoc shift</span></strong></p><p><br></p><p data-pasted="true">Once begun the "Scheduled End" and "Finish Time" of the Shift will be calculated based on the default length of Ad Hoc Shifts set earlier. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5MzM1ZjU2LTdhZmItNDljOC04YjczLTZiM2E3NGIwNDBkYSJ9.p9AdCA77ZAZAfqxz1gUjHnY5twUraQNeUh746km_qhY" class="fr-fic fr-fil fr-dib" width="351" height="756"></p><p><strong><span style="font-size: 10pt;">Fig 35. Scheduled end of ad hoc shift</span></strong></p><p><br></p><p data-pasted="true">Once the agent uses the "End Shift" button to clock out of the Shift the "Finish Time" will update to the the actual time the agent clocked out. A Shift entry will also be added to the agent's calendar for this time. The start/end time of the Shift will be determined by the time they actually clocked in and the time they actually clocked out. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0MWQ2YzRiLTkzOTgtNGM0ZS1hZWEyLTFhM2Q0MzM2MjliOSJ9.9IE9IU4x-ofTtaJ58a9eq47TZ4-LdzeaSNKsy5GWfWA" class="fr-fic fr-fil fr-dib" width="1949" style="width: 1951px; height: 830.678px;" height="831"></p><p><strong><span style="font-size: 10pt;">Fig 36. Shift entry in Agent's calendar for ad hoc shift</span></strong></p><p><br></p><p>In the agent's timesheet, their "Hours Worked" will reflect the time the agent was on shift for (time between clocking in and clocking out). Target Hours will be 0 as no shift was scheduled for this day. </p>
