The On-Call Scheduling application helps you ensure that dedicated support team members are available to resolve issues as they arise. Learn more about On-Call Scheduling and the benefits that it can provide for the different user roles in your organization.

On-Call Scheduling overview

On-Call Scheduling provides a way to determine which member of a user group is available to work on a task.

On-Call Scheduling finds the right person to assign an incident to, by rotation through a hierarchy of duty rosters. The automated process relieves the administrative burden on resource managers and makes it easy for the incident managers to bring the right resources to the table when needed.

On-Call Scheduling can be used by process owners and support managers who want to collaborate more effectively. On-Call Scheduling simplifies the manual shift maintenance and administration efforts while improving the mean time to resolve (MTTR) efficiencies.

On-Call Scheduling workflow

The various members of an organisation use On-Call Scheduling to work together. See a sample end-to-end workflow:On-call scheduling workflow
  1. Shift admin creates shift and group templates.
  2. Shift admin assigns role and configures escalation trigger rules.
  3. The shift manager creates a shift and add or delete members to the shift.
  4. Shift manager designs the entire escalation process for the new shift.
  5. Roster member views their on-call schedules and find out who the other members on their shift are.
  6. Roster member can specify their availability and preferred contact methods from the methods set up by Shift admin.
  7. Roster members can submit a time-off request and refer another member of the group to cover the shift.
  8. Roster members views the roster and escalation details for a shift.
  9. Roster members view on-call reports and receive reminders.
  10. The shift manager approves or rejects the time-off requests.
  11. Shift manager reviews the on-call schedules for their groups for any gaps and time-off requests.
  12. Shift manager provides, replace, or delete coverage and time-off requests.
  13. Roster members receive on-call escalation notifications to acknowledge tasks or conference requests.
  14. Shift manager views escalation, group, and performance reports of their on-call teams.

On-Call Scheduling benefits

BenefitFeatureUsers

Use the calendar to view or select a shift.

 View On-Call schedules Roster member, Shift Manager

Create your own escalation policies and path. On-Call Scheduling enables you to create an escalation trigger rule using the templates available, based on your requirement.

 Designing an escalation process Roster member, Shift Manager, Shift admin

Use any one of the multiple channels such as Slack, Microsoft Teams, mobile push messages, SMS, and voice messages to set as the preferred contact method for receiving notifications.

 Configure my availability and contact preferences Roster member, Shift Manager, Shift admin
Generate escalation reports, shift reports, and performance reports. Viewing On-Call Scheduling reports Roster member, Shift Manager, Shift admin
Access the performance reports that are available for premium dashboard users. Viewing the Performance reports for escalations Premium dashboard user

Download and use the Mobile agent to perform all these activities on the go.

 Getting started with the On-Call Scheduling mobile app Roster member, Shift Manager