What Workforce covers
Workforce is an add-on. If your workspace includes it, GoDesk knows who is checked in, who is on a break and for how long, who works which shift, and who is on leave. It uses this to keep enough people available and to report on adherence.
The settings live under Settings, in the Workforce group: Shifts & roster, Leave & days off, Presence & shift rules, Breaks, Shift handover and Minimum staffing. You see them if your role can open Settings.
Supervisors who manage agents can create shifts, fill the roster and record leave. The presence, shift, break and staffing rules are shown to you but only administrators can change them.
Shifts and the roster
Open Settings, then Shifts & roster. Select New shift, give it a name (for example Day, Late or Night), the start and end times, the working days and the lunch window. A shift that ends before it starts runs into the next day.
Tick the teams on the shift, and any people who work it instead of their team's shift. A person's own shift wins over their team's, and each team or person has one shift. Select Save shift.
The Roster below shows a week at a time for everyone or one team, with each person's hours, days off and leave. Use the arrows to move between weeks.
Leave and days off
Open Settings, then Leave & days off. Choose the person, the dates, the type (Leave, Sick, Training or Day off) and an optional note, then select Add.
People on leave are not counted late or absent, and they see a warning if they check in.
Agents cannot request leave in GoDesk. Record it here when it has been agreed.
Breaks and break requests
Agents choose a break from the status menu under their name, with a reason such as Lunch or Tea. Your administrator sets the reasons, a time limit for each, and how many of each a person may take a day.
A break chosen during a call starts only when the call and its wrap-up are finished.
If your workspace limits how many people in a team can be on a break at once, others join a queue and are told when it is their turn.
If breaks need a supervisor's approval, requests appear in a blue bar at the top of your screen with the person's name and reason. Select Approve or Decline. Where push notifications are set up, you also get one.
When someone runs over their break, their name appears in the bar at the top as Over their break.
Status rules agents meet
Depending on your rules, an agent who checks in outside their shift (more than an hour early, after it, on a day off or on leave) may be allowed, warned or blocked. When warned, they confirm and the time counts as overtime. When blocked, they are told to ask a supervisor to change the roster. Supervisors who manage agents can still check in when it is blocked.
An agent who closes GoDesk or loses the connection for a set time goes offline, and the handover runs so no customer waits on someone who has left. An agent who is available but has not touched the keyboard or mouse for a set time is paused as Idle until they come back.
If an agent hits a limit, they see why, for example that they have already had their tea breaks for today, or that they are waiting for a supervisor to approve the break.
When a shift ends
If your rules include a warning, agents are reminded shortly before their shift ends to finish up and leave a handover note. Their team sees the note at check-in.
If your rules end shifts automatically, GoDesk stops sending calls and chats to the agent once the grace time after the shift has passed, and runs the handover. This never happens during a call. The agent can check in again for overtime.
To move someone's open work by hand, select Team, then Handover. See the guide on managing your team day to day.
Staffing and adherence
Your administrator can set a minimum number of available people for each team. While a team is on shift and falls below it, the bar at the top of your screen shows, for example, Support short-staffed: 2 available (minimum 4).
The bar also lists anyone not checked in for their shift.
On a dashboard, the Agents now live widget flags people over break, on a break outside their window, off shift or on leave.
For the history, open Reports, then Agent availability. It shows logged-in and ready time, breaks by reason and over the limit, availability, occupancy, shrinkage, schedule adherence, late check-ins, absences, overtime and a daily timesheet per person. GoDesk does not forecast or build schedules for you.
If something does not work
You cannot see the Workforce settings: your role cannot open Settings, or your workspace does not include Workforce. Ask your administrator.
An agent is blocked from checking in: check the roster and their leave. If the shift is wrong, fix it in Shifts & roster, or ask your administrator.
Break requests do not reach you: approval goes to people who manage agents. Ask your administrator to check your role. For anything else, use Report a problem in the help menu or email help@godesk.co.ke.
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