Schedule Adherence & Workforce Scheduling

Velaro's Schedule Adherence feature lets managers define when agents are supposed to be online, then automatically measures how closely each agent follows that schedule — no manual timekeeping required.

How It Works

Every time an agent changes their status (Available, Away, Busy, Offline), Velaro records it. At the end of each shift, the system compares the agent's Available time against their scheduled hours and calculates an adherence percentage.

Adherence % = (Time Available during shift ÷ Required shift minutes) × 100

Required minutes = Scheduled shift length minus the daily break allowance you configure. An agent scheduled 9:00–17:00 with a 30-minute break allowance needs 7.5 hours of Available time to hit 100%.

Setting Up Schedules (Admins)

Go to Settings → Work Schedules. If this is your first schedule, click Set Up First Schedule → to open the guided wizard:

1. Name & Hours — Give the schedule a name (e.g., "Morning Shift") and set a daily break allowance in minutes.

2. Shift Times — Add one entry per day this schedule covers. For a standard Mon–Fri 9–5, add five rows (one per day). You can add split shifts (e.g., 7–11 and 14–18) by adding multiple rows for the same day.

3. Assign Agents — Select which agents follow this schedule. You can reassign agents at any time.

After setup, click Save Changes. Agents immediately appear in adherence reports starting from their next scheduled shift.

Break Allowance

Break allowance is deducted from the required online time before calculating adherence. If you set 30 minutes, an agent in an 8-hour shift only needs to be Available for 7.5 hours to reach 100%. Set this to match your team's actual paid-break policy.

Schedule Exceptions

Managers can mark individual days as excused so they don't count against an agent's adherence score:

• PTO / Vacation — Full day off, excluded from adherence entirely.
• Sick Day — Same as PTO, excluded.
• Holiday — Company holiday, excluded.
• Training / Meeting — Off-queue for the day, excluded.
• Adjusted Shift — Agent worked different hours than scheduled. Enter the actual start time and length so adherence is calculated against their real shift instead.
• Other — Custom reason, excluded.

To add an exception: go to Reports → Schedule Adherence → Breakdown, find the agent and date, and click the exception icon.

Enforce Schedule Availability (Workforce Management plan)

When enabled on a schedule, agents are automatically set to Unavailable when their shift ends. This prevents agents from accidentally staying Available and receiving chats outside their hours. Agents who choose to stay Available after hours will still receive conversations regardless.

Viewing the Adherence Reports

Go to Reports → Schedule Adherence to access four views:

Use the date range picker to filter any view to a specific week, month, or custom range.

Understanding the Intraday View

The intraday grid shows real-time compliance status for every scheduled agent:

The intraday view refreshes every 30 seconds. Non-Compliant agents appear at the top so managers can act quickly.

For Agents: How to Maintain Good Adherence

Your adherence score reflects how consistently you're Available during your scheduled shift hours. Here's how to keep it high:

Before your shift starts:

• Log in a few minutes early so you're Available right when your shift begins.
• Check your schedule under Reports → My Schedule to confirm your shift times.

During your shift:

• Keep your status set to Available whenever you're ready to take conversations.
• Only set your status to Away or Busy when you genuinely need to step away (e.g., for a break).
• If you're in a conversation and temporarily not available for new chats, Busy status is fine — it does NOT count against adherence in the same way as Away or Offline.

If you need time off or adjusted hours:

• Submit a request through Reports → My Schedule → Request Exception before the day if possible.
• Your manager will approve it, which removes that day from your adherence calculation entirely.
• Last-minute emergencies can be marked retroactively by your manager.

What lowers your score:

• Logging in late to your shift (first Available status more than 5 minutes after shift start = Late Login)
• Going Away or Offline during your shift without a break allowance buffer
• Logging out before your shift ends (Early Logout)

What does NOT affect your score:

• Taking a break within your break allowance time
• Being Busy in a live conversation
• Days marked as Excused by your manager

Exporting Adherence Data

Go to Reports → Schedule Adherence → Overview and click Export CSV to download a full breakdown by agent, day, scheduled minutes, adherent minutes, break allowance, and adherence percentage.

Frequently Asked Questions

Why does my adherence show "—" for some days?

You either weren't on a schedule that day, or the day was marked Excused. Neither affects your score.

What if I forgot to set my status at the start of my shift?

Your adherence is based on when you actually set Available status, not when you logged into the app. If you were working but forgot to update your status, ask your manager to note the day using an Adjusted Shift exception.

Can agents see their own adherence scores?

Yes — go to Reports → My Schedule to see your weekly compliance, on-time/late days, and any pending exception requests.

Does bot traffic affect adherence?

No. Bot-handled conversations have nothing to do with agent status or adherence. Only your status changes (Available / Away / Offline) during scheduled shift hours determine your score.

I was Available the whole shift but my score is under 100% — why?

There is a 5-minute grace window at the start of a shift. If your first Available status was 6+ minutes after your shift started, those minutes count as non-compliant. Going Away briefly (even for just a minute or two) during the shift will also reduce the score slightly.