Troubleshooting and common questions

Practical answers to the things people get stuck on in Turnella.

Why is my coverage 0% or showing red?

Coverage compares the people you have scheduled against the staffing your forecast requires. It reads 0% (or red) when no shifts cover the demand yet. This is normal before you build a schedule — it is not an error. Until you add shifts, the Staffing-needs coverage calendar shows a calm "Build a schedule to see coverage" prompt instead of red days. To get real coverage: go to the Schedule tab and click "Generate from requirements", or add shifts yourself. Once shifts exist, the coverage numbers reflect how well they meet demand.

Do I have to enter headcount for each shift?

No. The tool works out headcount for you. The fastest path: on the Schedule tab click "Generate from requirements" — Turnella creates demand-scaled shifts with the headcount already filled in from your forecast. You then just fine-tune. If you import shifts from a CSV, the headcount column is optional: leave it blank and it defaults, then use "Match headcount to demand" to auto-fill from your requirements. You never have to hand-count agents per shift.

How do I build a schedule from my forecast?

1. Import data (or load demo data) on the Data tab and generate a forecast.
2. Open the Staffing needs tab to see how many agents each interval requires.
3. Go to the Schedule tab and click "Generate from requirements" — this builds shifts and headcount automatically.
4. Adjust shift times or headcount if you want; the coverage panel updates live.
5. Optionally open the roster planner to assign named agents to each shift.

The charts are too small to read

The day-by-time heatmaps (Volume pattern, AHT pattern) have an enlarge control. Hover over the chart and click the ⤢ icon in the top-right corner to open it larger in a pop-up. Press Escape, click the ✕, or click outside to close it.

Why don't I have a forecast yet?

A forecast needs historical data first. Import at least a couple of weeks of interval data on the Data tab (or click "Load demo data" to try it), then press "Generate forecast". If a forecast looks off, check that your operating hours and days in Settings match your real operation — data outside the operating window is excluded.

My imported data has a warning about the operating window

If a large share of your imported volume falls outside the operating days/hours set in Settings, Turnella flags it, because that volume is excluded from the forecast. Either fix your operating hours in Settings to match when your team actually works, or check that your export isn't in a different timezone.

How do I add my team / agents?

Open the Roster tab. You can add agents one at a time with the form, download a blank template to fill in a spreadsheet and import it back, or duplicate an existing agent (it copies everything and you just change the name). You can also add an agent directly from the Schedule tab's roster planner.