For BPOs & call centres

Three shifts · two timezones · one truth

The Monday standup already has the numbers.

Shifts know their timezone. Late detection runs the moment grace ends. QA reviews flagged screenshots instead of scrubbing hours of recordings. Three shifts across two timezones, one source of truth, zero spreadsheets.

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14-day trial · no card · we import last year’s roster on day one

Mumbai

IST

Ending

07:00

Shift ending

New York

EST

Starting

21:30

Shift starting

Handover

14 agents handed off audit row · row #2014

Three Mondays a BPO ops lead knows

Spreadsheets, arguments, QA scrubs.

Spreadsheet Monday

Late counts, leave balances, overtime — three spreadsheets, four supervisors, one shouting match by 11 AM.

QA review scrubs

A complaint lands. Your QA lead spends an afternoon scrubbing recordings to find the one minute that matters.

Cross-tz totals

Agents in Mumbai start where NYC ends. The Friday-payroll cell adds up differently to every supervisor.

A shift handover, walked through

Mumbai night ends at 07:00. NYC day starts at 21:30.

Coalpine BPO runs three shifts across two regions. Here is what happens between an agent clocking out in Mumbai and the next agent clocking in in NYC — narrated through three scenes, three actual product surfaces.

1 Mumbai · 07:11 IST

Late detection runs a minute after grace.

Mumbai shift ends at 07:00 IST, grace runs to 07:10. At 07:11 the background process walks the assigned roster. Two agents flagged late, one absent, the rest present. Manager dashboard updates before the supervisor has had her first chai.

Late minutes recorded against shift start · not against “now”

attendance · Mumbai night shift

Agent	Clock in	Status	Δ vs shift
Anita Patel	22:58	present	-2m
Marcus Iyer	22:04	present	+4m
Priya Krishnan	22:21	late	+21m
Ravi Sharma	—	absent	—
Sara Mehta	21:54	present	-6m

1 late, 1 absent · manager pinged checked 07:11 IST

2 QA review · 10:14 IST

One screenshot, one flag, one note.

QA used to scrub hours of recordings to find the one moment that mattered. With Fruitful they open the screenshot grid for the agent, flag the still with a reason, and the flag is audit-logged on the capture with the reviewer’s id and timestamp. Managers see flagged stills first when they open the dashboard. Minutes, not afternoons.

No continuous video. One still per interval · flag the one that matters.

Anita Patel · 09:00 - 09:30 IST

09:00 87%

09:15 82%

Flagged

09:30 14%

09:45 91%

10:00 76%

10:15 88%

10:14

QA · Sara Mehta: Off-screen for 12 min during high-volume window. Returned at 09:42. Coaching note logged.

3 NYC · 21:30 EST

NYC signs in to the alerts queue and the floor view.

The NYC supervisor opens her dashboard at 21:30 EST. The alerts feed shows what Mumbai’s shift left behind — a missed clock-in alert, two idle-exceeded notes, one flagged screenshot. Live View opens the floor: small tiles, one per agent on shift right now. She nudges the right two before the queue starts ringing.

Live View shows a notification on the agent’s screen the moment a manager opens it.

Alerts · from Mumbai shift

4 unread

missed clockin Ravi Sharma did not clock in by 22:10 IST 11h ago

idle exceeded Anita Patel · idle 18m during peak window 10h ago

screenshot flagged Anita Patel · 09:30 IST · flagged by QA 6h ago

idle exceeded Marcus Iyer · idle 12m at 03:00 IST 5h ago

Live View · NYC floor

6 tracking

Diane K.

Ade O.

Sara P.

Tom L.

Jess R.

Idle

Mike B.

Agents see a popup the moment a manager opens this view · transparent by default.

Where the change shows up

Two weeks of attendance, side by side.

Each cell is one agent-shift. Red is absent, amber is late, brand is present, hatch is leave. Left grid is the week before Fruitful. Right grid is week two — same team, same shifts, fewer red cells.

Before

4 absent · 6 late

Present Late Absent Off shift

Week 2

0 absent · 2 late

Present Late Absent Off shift

Plan shape

BPOs land on Pro with monitoring depth. Stealth stays off unless your legal team signs.

Pro covers attendance + projects + reports. Monitoring depth adds screenshots, app/URL, and live view. Stealth mode exists for the few compliance regimes that demand it — gated to Enterprise, with a legal acknowledgement on file.

See pricing Monitoring details

In the bundle

Shifts with timezone + grace
Background late detection
Periodic screenshots
Activity meter (frequency only)
App + URL classification
Live view · with notification

Late detection used to be a Tuesday-afternoon spreadsheet. Now it is a Monday-morning glance.

Sarah Lim

Head of Operations · Coalpine BPO

QA scrub time fell to nothing. We flag a still, attach a note, the entry goes through the queue. Forty-five minutes back to the floor.

Priya Mehta

QA Lead · Coalpine BPO

Ops leads ask first

Six questions before you wire shifts in.

Can shifts have different timezones from the company timezone?

Yes. Each shift stores its own timezone — Asia/Kolkata, America/New_York, Europe/Berlin. A single company can run three regional shifts simultaneously. Clock-in math always uses the shift’s tz, not the company default.

How long does setup take for a 60-agent operation?

The onboarding wizard takes most teams under an hour for a 60-agent setup. Shifts, departments, bulk-invite roster, monitoring settings — all from the wizard. Bringing in last quarter’s attendance numbers from your existing tool is a manual exercise we walk you through on the demo call — we will not pretend an auto-import exists when it does not.

Is monitoring transparent or hidden?

Transparent by default — every agent has their own dashboard and a tray indicator. Subtle mode hides the popup but keeps the tray indicator. Stealth mode exists but is Enterprise-gated and requires a written legal acknowledgement before it activates.

Does QA review get easier?

Yes. QA opens the screenshot grid for a specific agent, finds the still that matters, flags it with a reason. The flag, the reason, and the reviewer’s id are recorded on the capture with a timestamp — a clean audit row your supervisors can act on. No scrubbing recordings, no missed-context emails.

Can we integrate with our existing ticketing system?

Today we hand off via CSV exports and a REST API. Direct connectors for the big ticketing tools (Zendesk, Freshdesk, Intercom) are on the roadmap — we will not pretend they ship before they do.

What if an agent skips clock-in?

Late detection fires after shift start + grace. The agent is flagged. When they eventually clock in, the late minutes are recorded against the shift start — not against the moment they finally arrived. Supervisors see the delta in the dashboard immediately.

Run one shift cycle. See the difference by Tuesday. Mondays go quiet.

14 days, full access, no card. We import your roster and last quarter’s attendance during onboarding so reports keep their trend the day you switch.

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