Shifts, targets and the work log

Tern judges a day's work against two things you set per agent: the hours they are rostered and the numbers each shift aims for. The work log then shows one row per agent per shift. Team leads, admins and owners can set rosters and targets. Agents can read their own.

Set an agent's weekly roster

1. In the sidebar open Settings, then Team.
2. On the agent's row press Shifts and targets.
3. Under Weekly roster switch on the days the agent works. The week starts on Monday.
4. Pick the start and end time for each day. A shift that ends after midnight is fine: it shows ", ends next day".
5. Optionally type a label for the day, for example "Early".
6. To give Monday's hours to the whole working week, press Copy to weekdays.
7. Check Roster timezone. There is one zone for the whole grid and shifts are judged in it, so daylight saving is handled for you.
8. Press Save.

The new roster applies from today. Shifts already judged keep the roster they had.

Add a day off or extra hours

1. On the same page find Exceptions.
2. Pick the Date.
3. Under Kind choose Day off or Extra hours.
4. For a day off, add a Reason such as "Annual leave, public holiday". For extra hours, set From and To.
5. Press Add day off or Add extra hours.

A day off skips the rostered shift on that date. Extra hours add a shift on a date, rostered or not. Press Remove on an exception to take it back.

Set targets

1. On the same page find Targets.
2. Type a number beside each metric you want to judge. Leave a number empty to judge the shift without that metric. The placeholder is a sensible start per shift.
3. Pick the period for each: Per shift, Per day or Per week.
4. Press Save. Targets apply from today.

The metrics are Calls made, Calls connected, Talk time, Messages sent, Threads replied, First reply, Consultations booked, Agreements signed, Leads progressed, Priority worked, QA average, Commitments kept and Bridge active.

Start with three or four that match how your team sells. A target on everything is a target on nothing.

Read the work log

1. In the sidebar, under Support, open Work log. It opens on this week.
2. Each row is one agent on one shift, with First activity, Bridge, Calls, Talk, Messages, Threads, Booked, Signed, QA and Attainment.
3. Filter by Agent, Dates, Status or Team. Filters and the week live in the link.
4. Click a row for the shift's page: a tile per metric against its target, then Activity, which lists calls, messages, tasks, notes and stage moves inside the shift window, newest first.

Activity means real work Tern can see: a call, a message, a task, a note or time with a captured site open through Tern Bridge. Nobody clocks in.

If the page says No shifts this week, no roster is set yet. Press Open the team page and start with the first section of this guide.

See today at a glance

1. Open Dashboard and find Shifts today. It counts who is On now, Late, Missed, Upcoming and Done. It also names the agents who are late or missing.
2. When all is well it says Nobody is late or missing so far today.

What an agent sees

1. The agent opens My day.
2. The Your shift card at the top shows today's hours, a countdown such as "Starts in" or "left" and progress against each target.
3. On a day without a shift the card says there is no shift today and when the next one is.