Create an on-call schedule

Set up an on-call schedule to ensure that your support team is available and reachable regardless of day or time to handle critical incidents. With an on-call schedule, ensure sufficient redundancies are built into your support desk, irrespective of weekends and holidays.

How on-call schedules work:

• An organization may have multiple on-call schedules to prevent gaps in coverage hours.
• Each schedule is linked to either an agent group with specialized knowledge in a specific field, a particular location, or a combination of both.
• A schedule encompasses all hours and every day, ensuring the availability of an agent at any given time to respond to an incident.
• One or more shifts can be associated with an on-call schedule.
• A shift represents a pattern of time slots defined by day, time zone, or both; for instance, a weekday shift, weekend shift, APAC shift, North America shift, or North America weekday shift.

Here's how you can set up an on-call schedule:

1. Go to Admin Settings > IT Operations Management section > On-Call Schedules. To set up on-call schedules for specific workspaces, go to Admin > Workspace > IT Operations Management section > On-Call Schedules.
   
2. Click . Add a name for the schedule, assign it to an agent group, and click . 
   
   

This creates an on-call schedule. Once the on-call schedule is created, you can proceed to configure shifts to assign to the schedule. Learn more about creating shifts here.

Note: An agent group associated with an on-call schedule will not be available for selection. In case no agent group is available for selection, go to the Admin panel, scroll down to User Management section, and create a new agent group. This new agent group will then be available for selection when you create a new on-call schedule.