Create an on-call shift plan in Workforce Optimization for Field Service

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Workspaces > Manager Workspace.
    2. Click the Schedule (Schedule icon.) icon.
    3. Click the Shifts tab.
    4. In the contextual side panel, click the Show Shifts Plans (Show Shift Plans icon.) icon to display the schedules.
    5. Click the Create Work shift plans or On-call shifts (Add Shift Plan icon.) icon.
    6. Create the on-call shift.
      1. Click On-call shift.
      2. In the Name field, enter a name for the shift.
      3. From the Group field, select a group that you want to assign for the shift.
      4. Select the time window for the shift by entering values in the Start time and End time fields, and selecting the time zone in the Time zone field.
      5. Select the days of the week for which you want to apply the shift.
      6. In the Rotation start date field, click the calendar icon, select the on-call rotation start date for the shift and click OK.
      7. Click Save.
    7. Create the on-call rotation.
      1. Select the shift that you created.
      2. Click Create Rotation.
      3. From the Agents field, select the names of the agents you would like to be part of the shift from the list of all agents that belong to the group that the on-call shift is being created for.
      4. From the Rotate interval field, select whether you want the rotation to be daily or weekly.
      5. Click Save.
      Note:
      The Escalation Type field is auto-populated with the Rotate through rosters field value if multiple rosters have been created for the rotation. Otherwise, it is populated with Rotate through members field value.
    8. Click Publish to make the shift active and publish it on the schedule.
      To make an active on-call shift inactive and remove it from the schedule, you can click Unpublish.
    9. Optional: View all on-call shifts that have been published on the schedule in the agent and team calendar.
      When you add new agents to the on-call rotation, it might take some time to refresh the data on the team calendar.