Shift Confirmation Calls

Before each shift date, Viki contacts every rostered driver to confirm they're coming in, so you find out about no-shows the night before instead of at the station. You monitor the results on the Shift Confirmations page and control the timing from Settings, or from the Daily Operation page's settings if your company runs on it.

The page lives in the "Calls" section of the sidebar, as Calls → Shift Confirmations. The Calls section only appears for companies that have the legacy call pages turned on, which is off unless VoiceERP has enabled it for you, and the Shift Confirmations entry also needs shift confirmations enabled for your company. If you don't see Calls in your sidebar, the page still opens directly at /agent/scheduling in your browser, and the settings described below work either way. Ask VoiceERP support if you want Calls shown in the sidebar.

The Shift Confirmations page shows one shift date at a time. It defaults to tomorrow, and the date picker lets you look up to a week ahead or back at past days.

The "Rostered Drivers" column lists every driver scheduled for that date as a card with their name, phone number, and current confirmation status. There are four statuses: "Confirmed" (the driver confirmed their shift), "Did Not Confirm" (the driver said they can't make it), "Waiting for Response" (contacted, no answer yet), and "Not Contacted" (Viki hasn't reached out yet). Cards sort with problems first, so declines and non-responders float to the top. Once the confirmation window has closed, a driver still waiting shows "This driver did not respond to our AI Agent"; treat those like declines and plan cover. A "Hide drivers who have confirmed their shift" checkbox (on by default) keeps the column focused on drivers who still need attention.

The "Recent Calls" column shows the actual calls and conversations for that shift date. Click any entry to open the full detail, including the conversation itself, so you can hear exactly what a driver told Viki. The page refreshes itself every few seconds while open, no reload needed.

The same company-wide window, reminder, and timezone values can be edited from two places. Both write the same settings, so use whichever page you already work from.

Settings → Shift Confirmations. This section, titled "AI Agent Settings", appears once shift confirmations are enabled for your company. The "AI Agent Shift Confirmation Window" slider sets when confirmation activity happens: Viki starts calling drivers at the beginning of the range, and drivers can keep calling back to confirm until the end of it. The window runs relative to the shift date. It can open as early as 1:00 PM the day before the shift and close as late as noon on the shift day itself, with at least an hour between start and end. "Number of Reminders" sets how many follow-ups Viki sends to drivers who haven't confirmed (0 means the initial contact only), and "Time Between Reminders" sets how long Viki waits between them, with a 10-minute minimum. "Timezone" anchors the window.

Daily Operation → Settings → "Shift confirmations" tab. If your company uses the Daily Operation page, open its Settings tile and pick the "Shift confirmations" tab. The "Shift confirmations" switch asks drivers to confirm their shift when the roster is published, and "Shift confirmation channels" picks how they're asked: "In-app", "SMS", or "Viki call". The "Time zone", "Confirmation window", and "Reminders" ("Number of reminders" and "Time between reminders") sections are the same values as the Settings page above. The tab also holds roster-side options: "Auto-publish when the window opens", "Auto-notify on roster changes" for drivers whose row changes after publish, and "What extras get" for drivers on the roster with no route.

If you see "Scheduling calls have not yet begun" on the monitoring page, the window for that date simply hasn't opened yet.

The timezone matters more than it looks: the call window is anchored to your company's timezone, so an incorrect timezone means drivers get called at the wrong hour. Set it to where your drivers actually are.

Shift confirmations are a day-of check ("are you coming in tomorrow?") for one shift date at a time. Schedule acknowledgements (Scheduling → Acknowledgements) track whether drivers have seen the published week as a whole. Use both: acknowledgements when you publish, confirmations the night before each shift.