How it's counted: a rep is late for a shift start if they aren't available (ready / on a call / DEAL) within the grace period of the session start — the same rule as the daily Time Board, including late back from breaks. On handset days ☎ (reps talking on their Yay phone, so ViciDial shows them paused) lateness is measured from when they were logged into the dialer at all, not availability. Whole-day no-shows (under 10 minutes on the dialer) are shown as absent, not late. To make up is the week's total late time, to be worked back the following week.