Roster & Shifts

Roster-aware assignment adds a real-world constraint on top of role and skill matching: only consider people who are actually working right now.

Shifts as master data

A Shift is a reusable definition — a name (Morning, Evening, Night) and a start/end time. Shifts are set up once, at the account level, and reused across every user and every day rather than redefined per person.

Roster entries as daily attendance

A roster entry records which shift a specific user is assigned to on a specific day — this is the day-to-day attendance data, separate from the shift definitions themselves. An admin or supervisor maintains the roster, marking who's working which shift (or marking someone on leave) for each upcoming day.

How "check roster" affects assignment

When a stage is configured with "check roster" enabled, the assignment engine adds one more filter on top of role and skill: only users who currently have an active roster entry — assigned to a shift that covers the present time, and not marked on leave — remain eligible. A skilled Hindi writer who would otherwise be a perfect match gets excluded from assignment if they're not rostered on right now, or if they've been marked on leave for the day.

This is what keeps the assignment engine from routing tickets to someone who technically has the right skills but isn't actually available, which is a common failure mode in manual assignment — someone gets pinged on WhatsApp for a stage despite being on leave, simply because nobody checked before asking.

This completes the assignment filter chain described in How Assignment Works. From here, AI Agents Overview covers the other kind of assignee the engine can route to.