Workforce Management adds scheduling controls to each work schedule so availability, breaks and after-hours handling follow your team's real working hours. It is available on the Enterprise plan.

Where to Find It

Go to Settings → Schedules, open a schedule, and use the Workforce management card. If your plan does not include it, the card shows an upgrade note and the controls stay read-only.

Daily Break Allowance

Enter the minutes of break time each agent is allowed per shift. The allowance is taken off the time an agent needs to be Available, so schedule adherence reports reflect your paid-break policy.

Enforce Availability

Turn on Enforce availability to offer new chats to agents only during their shifts. Agents who stay set to Available after hours still receive queued conversations.

After-Hours New Chats

When availability is enforced, choose what happens to a new chat outside shift hours:

• Route to available agents keeps the chat flowing to anyone who is Available.
• Send the offline message shows your offline or missed-chat message.
• Route to the site bot hands the chat to your bot.

Reports

Schedules with workforce settings feed the Schedule Adherence and Worked Hours reports. See the Schedule Adherence guide for how adherence is calculated.