> ## Documentation Index
> Fetch the complete documentation index at: https://flow9.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Workforce & schedules

> Plan and publish team shift schedules, track presence, and manage your own availability.

Workforce management has two surfaces: **Workforce** for managers planning the
team's shifts, and **My Schedule** for each agent's own calendar and
availability.

<Frame>
  <img src="https://mintcdn.com/flow9/HmPHrDo_kZo6iZX3/images/guide/my-schedule.png?fit=max&auto=format&n=HmPHrDo_kZo6iZX3&q=85&s=835d8c39001dfbc232f998d8f242fc53" alt="My Schedule — your calendar, shifts, and availability" width="3024" height="1900" data-path="images/guide/my-schedule.png" />
</Frame>

<Note>
  Workforce is an optional feature that admins enable under **Workforce →
  Feature Settings** ("Enable for this organization"). If it's off, the
  Workforce pages are hidden for everyone.
</Note>

## For managers: plan and publish shifts

Open **Workforce** to plan a week at a time (use the week navigator at the top
right):

<Steps>
  <Step title="Define shift types first">
    In the **Template & Rules** tab, create your **shift types** — each with a
    name, color, and start/end time. Sensible defaults (Morning, Evening,
    Split, Off) are created for you the first time.
  </Step>

  <Step title="Fill the Duty Planner">
    In the **Schedule** tab, the planner shows one row per employee and one
    column per day. Click any cell to assign a shift type (or **Clear** it).
    **Copy previous week** saves re-entering a repeating pattern.
  </Step>

  <Step title="Publish the week">
    Toggle **Publish** when the week is ready — agents are notified of their
    assigned shifts. You can unlock the week again to make changes.
  </Step>
</Steps>

The **Live presence** strip under the planner shows how many agents are
currently **Online**, **Away**, or **Offline**, and the **Calendar** tab lets
you view any team member's calendar.

## For agents: My Schedule

**My Schedule** is your personal calendar — day, week, month, and agenda
views, with your assigned **shifts**, **CRM events**, **SLA** items, and
synced **Google Calendar** events each toggleable in the "My calendars" list.

* **Set your presence** — the **Online / Away / Offline** control in the
  header tells your manager (and routing) whether you're reachable.
* **Manage your availability** — **Edit availability** opens a drawer where
  you set your timezone, weekly working windows per day, buffers before/after
  meetings, minimum lead time, and daily/weekly booking caps. An
  **out-of-office** entry overrides everything — no routing or bookings while
  it's active.
* **Create events** — same smart availability checking described in
  [Email & calendar](/guide/email-and-calendar).

<Info>
  Your working hours and availability aren't just informational — they feed
  appointment booking and lead routing, so keeping them current means you only
  get booked when you're actually reachable.
</Info>

## Notifications

Two bells in the header keep you current: the **notifications bell** (SLA
alerts, shift assignments, and other actionable or informational alerts, with
mark-read and dismiss) and the **task bell** (tasks due now or coming up in
the next two hours, with a shortcut to log an outcome).